How to Deal with Bad Customer Interview Questions
Customer interviews are a crucial part of understanding your target audience and improving your product or service. However, encountering bad customer interview questions can be frustrating and counterproductive. In this article, we will discuss how to effectively deal with bad customer interview questions to ensure you get valuable insights from your conversations.
1. Stay Calm and Professional
When faced with a bad customer interview question, it’s essential to remain calm and professional. Avoid showing frustration or impatience, as this may negatively impact the overall experience and the quality of the information you receive. Remember that the customer’s perspective is valuable, even if the question is poorly phrased.
2. Clarify the Question
If the question is unclear or confusing, don’t hesitate to ask the customer to rephrase it. This will help you understand the intent behind the question and provide a more accurate response. For example, you can say, “I’m not quite sure I understand the question. Could you please rephrase it for me?”
3. Reframe the Question
If the question is irrelevant or off-topic, you can reframe it to make it more relevant to your goals. This approach allows you to steer the conversation in a direction that will yield valuable insights. For instance, if the customer asks, “What’s your favorite color?” you can reframe the question to, “How do you prefer to express your personality through the products you use?”
4. Provide a Constructive Response
Even if the question is bad, try to provide a constructive response that can still be useful. This will demonstrate your ability to handle difficult situations and show that you are focused on obtaining valuable information. For example, if the customer asks, “Why are your prices so high?” you can respond by discussing the value your product or service offers and how it justifies the cost.
5. Use the Opportunity to Educate
Bad customer interview questions can be an opportunity to educate the customer about your product or service. This can help clarify any misconceptions they may have and provide valuable insights into how to improve your offerings. For instance, if the customer asks, “Why doesn’t your product have this feature?” you can explain the rationale behind the design choices and how it benefits the user.
6. Document the Issue
After the interview, document the bad question and any insights gained from the conversation. This information can be useful for improving your interview process and refining your questions in the future. It may also help you identify patterns in customer feedback that can guide product development or service improvements.
In conclusion, dealing with bad customer interview questions requires patience, professionalism, and a willingness to adapt. By following these strategies, you can turn a potentially negative experience into a valuable opportunity to gain insights and improve your product or service.
