A customer is angry that their prescription isn't ready. What do you say and do?

What the interviewer is looking for

• This question tests customer service. Stays patient and polite with frustrated customers, explains clearly, and finds solutions.
• What to bring out: Stays calm, apologizes, finds the actual reason, gives a realistic time, and offers options while not rushing safety steps.
• Expect a follow-up like: What if the delay is because the insurance needs approval?

Another way it may be asked: Someone at the counter is upset because they were told it would be ready an hour ago. How do you handle it?

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the customer service you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

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