Tell me about a time you gave bad customer service

[WannaBNursey, ADN, ASN, RN]

I am interviewing tomorrow at a hospital for an RN position, that I had interviewed at as a CNA. I recall having to answer a question about one time I gave bad customer service, and I couldn't think of one. I didn't get the job then, I don't want to make the same mistake this time. I just don't know how to answer that question!

Any other help with behavioral interviews would be greatly appreciated!

[Gabby-RN]

The other day a family member asked me if I could come change her mothers IV site now because it was hurting her when she moved. I was extremely busy and behind and I kind of blurted out I'm really busy right now I can't as as I rushed by. The family member rolled her eyes and looked disgusted and went back in the room. While I really didn't have time to change the IV that EMS had started right at that moment, I should have quickly stopped, made eye contact, smiled, and said I would be more than happy to check it out after I finish up what I am doing or something along those lines. I gave bad customer service and did not make a good first impression with this family member. When I got a minute I apologized for being short with her, changed the IV site and took a couple minutes to talk to the patient and their family to hopefully show them I care, their concerns are important, and that even though I am busy I will take care of them.

Maybe you could think of a time you brushed off a patient or family member and talk about that and what you learned and how it changed how you will approach similar situations in the future.

[WannaBNursey, ADN, ASN, RN]

Thank you! A variation of this question was asked during this interview and I gave an example of not giving a patient ice cream when they had high blood sugar, and I learned I should give options instead of just telling a patient "no".

Thank you so much again! This was very helpful. I feel like I aced my interview!