"I would stop what I was doing and give them my full attention. I would try to de-escalate first by listening to what they say without interrupting. I would remain calm, and as long as I did not feel that my safety was threatened, I would try to resolve the matter by speaking to them with kindness and compassion. I would apologize for the problem and assure them I will assist them with resolving it. If a situation continued to escalate or it was a problem I could not fix, I would immediately ask my manager for assistance."

Especially for applicants seeking a client-facing role, it's critical to have the ability to deal with conflict effectively and nurture long-term client relationships. That being said, customers don't always make it easy on you! Emphasize your customer service skills and the process you would take to turn a dissatisfied customer into a satisfied one. You might even give an example of a time you successfully resolved a customer dispute.

"I have several years of experience in customer service and have taken many calls from upset customers, and I feel that conflict resolution is something I excel at. I typically let the customer speak first and actively listen to them without interrupting. To be sure I understand the problem or situation; I repeat back what I heard the problem to be so that I can effectively assist the customer. I empathize and let them know I care about their concern and hear their frustration, and I reassure them that I will do all I can to help them find a resolution. I'm very level-headed, and I do not let emotions get the best of me in these situations. If I cannot assist the customer at my level, I escalate it to the appropriate person who can help them."

"I have great dispute resolution skills. If I come across a dissatisfied client, I always start by simply listening. Sometimes they need to vent. I empathize by letting them know I hear what they are saying and understand. If there is anything I can do to resolve it, I act on it. Otherwise, I ask them how I can help them and do my best to meet whatever needs I can."