Have you ever had to work with an angry customer or colleague during your career? How did you successfully manage that situation?

Briefly describe a time you had to work with a person who was upset or angry. Highlight your ability to remain patient and rational in the face of conflict. Focus on the positive action you took and the resolution you came to with the person rather than details of the conflict itself.

"Last year, I had to field a call from a customer who was unhappy with a finished custom order our team had completed for him. Upon answering his call, he used explicit language and was mad. At first, I was taken aback, but I didn't take his words personally and instead chose to hear the customer out. Through reflective listening, I repeated what I was hearing back to the customer and let him know that I would do what I could to make his situation right. Following our call, I immediately worked with my engineers and leadership to rectify the situation, and I was happy to call the customer the next day to let him know he would have a replaced order within five business days. He was pleased with that and apologized for acting out of line with me the day prior."