"I had occasion to speak with a pretty upset customer who wanted to cancel their contract. It was a big client for us. We were their primary vendor. Well, our warehouse guys picked the wrong bulk item from our warehouse and sent it to them. Our customer called, quite upset by the inconvenience. I told them they keep the incorrectly shipped product as a promo. It was a small ticket item that never moves and takes up too much space in our warehouse. So the winner of this was a tax write-off and freeing up space in our warehouse. Next, I talked up that product to the client and convinced them it would be a great promo giveaway item for their clients. Next, I expedited the correct order, and they received it the next day. I thanked them in a follow-up email and provided them with the tracking info for their shipment. I included a promo code for 50% off their next order. The next time, they doubled their order."

This evaluates how you handle upset customers. It also assesses how far you would go to protect your company's interests, and represent its brand.

Detail your conflict resolution skills and how you cope with stress. Offer examples where you handled such challenges on the job with confidence and ease. Answer this question by describing your understanding of an upset customer's needs. Explain how you identify the steps required to resolve the issue and how you deliver a great customer experience.

"I believe I've developed solid conflict resolution skills and would rate myself an 8 out of 10. I'll respond to customers who are upset about a product or service with a calm tone, an educational approach, and without taking things personally. If hired for this position, I could bring this same approach to the clients of ADP. So if a client reached out to me intending to terminate their contract, I would do everything I could to get the full picture and scope of why. I'd make sure I understood all the components that led to that phone call, and I would objectify the situation, taking each point apart one by one and doing everything I could to validate their concerns, educate the client on the big picture of the situation, and see what I could do to make them happy. If it went beyond my scope of authority, I would escalate the call, on behalf of addressing the client's concerns to ensure I am advocating for them and doing the best I can."