Describe an experience you had with a difficult customer.
"I worked with an older lonely customer who lived alone. This person was a little blind and would ask for me anytime they came in, needing me to help them shop. Anytime I had a project going on when this customer came in, I'd have to track where I left off and switch gears. They'd constantly ask about the details of each item, and I'd read the fine lettering on the package to them, and this would almost always include chitchat about their lives. They were lonely, and I was always glad to be there for them. Sometimes it was frustrating, but they always bought something and felt welcomed and appreciated. They're like that one relative who is super demanding and monopolizes your time, but that doesn't mean you love them any less."
This question explores your ability to deliver a great customer experience by determining how you put your skills into action. How you answer this question will inform them what kind of service to expect from you and how consistent you'll be in your work. When explaining why the customer you dealt with was challenging, provide the full context of their situation and why you chose the approach you took. Ensure your answer communicates your integrity, empathy, tolerance, understanding, and steady communication skills. Even more so, display your ability to be a supportive problem solver.
Objectify the situation, exhibiting an emotional intelligence, perspective, and how far you went to retain their confidence and brand loyalty. Try not to regress into the stress of the moment and avoid revealing any stressful body language, such as narrowing your eyes, folding your arms, or furrowing your brow. Instead, maintain relaxed eye contact and a friendly and approachable demeanor. You want to give the impression that the customer was in good hands while exuding confidence.
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