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Boeing Mock Interview

Question 12 of 38 for our Boeing Mock Interview

Boeing was updated by on June 5th, 2023. Learn more here.

Question 12 of 38

How would you deal with a difficult client at Boeing?

Possessing the ability to work well with others you perceive as difficult is a valuable skill to foster over the course of your career. The ability to apply this skill in a client setting is a must-have requirement for many companies, including Boeing. Your interviewer wants to know how developed your conflict resolution and customer service skills are.

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How to Answer: How would you deal with a difficult client at Boeing?

Advice and answer examples written specifically for a Boeing job interview.

  • 12. How would you deal with a difficult client at Boeing?

      Why the Interviewer Asks This Question

      Possessing the ability to work well with others you perceive as difficult is a valuable skill to foster over the course of your career. The ability to apply this skill in a client setting is a must-have requirement for many companies, including Boeing. Your interviewer wants to know how developed your conflict resolution and customer service skills are.

      Written by Karrie Day on May 30th, 2023

      How to Answer

      You want to show the interviewer that you work well with every person, even though you recognize there are some folks out there who are quite difficult to please. If possible, share an example from your past that highlights this skill. Even better, offer an example that is directly applicable to the role you're interviewing for. If neither of these options applies, walk your interviewer through how you plan to approach difficult client situations.

      Begin your response by offering some context about the situation and what you did to make the client happy. Remember, there's no need to be negative or share any negative interactions you had with the client. Focus on how you responded graciously and courteously to client complaints. Last, remember that Boeing values their stakeholders' trust and preference and does this through a competent and respectful approach with everyone.

      Struggling to find an approach that works for you? Take a look at our expert examples. Also, this article offers a deep dive on the dos and don'ts of answering workplace conflict interview questions.

      Written by Karrie Day on May 30th, 2023

      Entry Level Example

      "I worked in retail for years in high school and college. I have a lot of experience dealing with difficult customers. I would leverage those same skills here at Boeing. I would first use reflective listening techniques, and I would seek to understand the nature of their issue or frustration. In the event I could resolve the problem myself, I would do whatever was necessary and appropriate to resolve the problem. If their issue fell outside of my domain or experience level, I would seek guidance from a mentor or superior on how best to proceed.

      I think the most important thing is to let clients know they are appreciated and that you care about their needs. I would try to stay involved in some way until a resolution was resolved, and would check in going forward as appropriate for my role."

      Written by Karrie Day on November 14th, 2022

      Answer Example

      "I recognized that my client had good intentions and wanted what was best for his company. When we interacted, I always took his feedback with a grain of salt knowing that. Even though my client was demanding, my job was to support him and comply with our agreed upon expectations. I never took anything personally and stayed professional, even when my client acted harshly. Throughout my career, I feel that I've really built this alligator-like skin where I can remain the person that acts calmly and respectfully with difficult clients."

      Written by Rachelle Enns

      Experienced Example

      "I have dealt with several difficult clients over the years. In my experience, the best strategy is to show end-to-end ownership and accountability. It is important to set clear expectations, stick to them, and then take ownership for any delays or failures accordingly."

      Written by Karrie Day on November 14th, 2022

      Business Analyst Example

      "The first step I take when dealing with a difficult client is to try to find the root of the issue. Sometimes there is a mismatch in expectations, sometimes they are unclear about the role they play on a project, sometimes they are experiencing pressure from their management that is out of my control. Depending on the nature of the issue, I develop a strategy to alleviate the issue.

      For example, one of my current clients would outline her vision for very specific solutions to her business problems. Essentially, she would do her own analysis and design work. However, her solutions would not always solve the issue in the most efficient way possible. Likewise, her solutions did not take into account technical or budgetary constraints. She would then become frustrated when I would return with mock ups and functional requirements that were different than her vision.

      I scheduled a meeting with her to explain how a business analyst typically partners with a client to understand the business requirements and how those requirements are then translated into a functional and technical design. She was very interested in IT and wanted to stay involved, so we worked out a plan to partner closely while allowing me to guide the piece of the process I was responsible for. I really enjoy working with her now, and we have partnered to deliver several excellent solutions."

      Written by Karrie Day on November 14th, 2022

      Project Manager Example

      "One of my specialties as a project manager is project rescue. I am often asked to step in to help get at-risk projects back on track. I was told that the client for my most recent project was exceptionally difficult and demanding. The first step I took was to work with my internal team to gather background information. They expressed their concerns that the client had unrealistic expectations and she frequently contacted the engineers directly instead of following the proper protocol.

      I then scheduled a meeting with the client. She was indeed difficult and very upset that the project was tracking behind schedule. However, I let her know I was there to support her and do all that I could to make the project a success. I asked for her thoughts on what had gone wrong, and what improvements needed to be made. She indicated that the analyst on the team was not helpful and that the previous project manager made frequent excuses for missed deadlines.

      I then developed a strategy to move forward that addressed her feedback while also honoring the background my team provided. I worked with my team to address a resource performance issue and reset expectations for the responsibilities of the analyst role. I then worked with the client to create realistic improvement expectations and set up a proper communication plan going forward. She understood that contacting the engineers directly kept them from focusing properly and she agreed to work with the analyst going forward. I agreed to attend those meetings as well to ensure that the quality standard expected for the project was delivered as promised.

      I would follow a similar approach here at Boeing. I would gather the relevant background information, hear the client's concerns, and then develop an action plan to move things forward. I would also follow-up regularly and observe to ensure that the working agreements were followed."

      Written by Karrie Day on November 14th, 2022

      Software Engineer Example

      "I have worked with difficult clients in the past. I believe in a high standard of customer service, but clients are also required to follow operating agreements that ensure the success of a product. For example, I recently worked with a client that was difficult to contact, and there were significant delays in response time to my questions. We follow an agile process, so a delay of a day or two can put an entire iteration at risk of not being complete.

      I contacted the client to let them know the delivery of his features would be at risk if we did not have a response. He still did not answer, so I escalated the issue to our program manager. She worked with the client's management to discuss the impact of the delays and help get things back on track. I typically do not like to escalate, but the project was at risk and letting someone know was the right call.

      I would follow a similar approach here at Boeing. I would be respectful and responsive to the needs of my client, but I would seek support from my team leaders who specialize in client management if my ability to deliver on time or on budget was at risk."

      Written by Karrie Day on November 14th, 2022

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "In my last role, our client was difficult by blaming us for poor delivery performance. I was able to show the client that we were taking their issue seriously by meticulously going through their data. I also went to their site to discuss the matter. We found that the client had made an error with the data. However, because I responded proactively; the client was happy with our approach."

      Lauren's Feedback

      Great example. When answering this question (and questions like this), be sure to round out your response. I added language around what you do in a general sense, then backed it up with an example.
      "When dealing with a difficult client, I listen to the grievance and do not take the issue personally. I deescalate issues by being proactive in problem-solving quickly and thoughtfully. I once dealt with a difficult client who was dissatisfied with our delivery performance. I listened to the grievance, and reviewed the data associated with the order. I took it a step further by visiting their site and reviewing the data with the client. Ultimately, it was not my team's error, and the client was pleased with my approach."
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  • About the Author

    As a former technologist, I was excited when I learned I would be working on the Boeing Q&A set. I knew going in that Boeing had a strong track record of innovation and excellence when it comes to their use of technology, but I learned so much more when I dug in to research the company. Here are a few things that impressed me personally:

    Product Development Process Maturity
    I spent time digging through the open roles at Boeing and I noticed roles that indicate that the process of developing products at Boeing is advanced. They know their stuff! For example, they employ multiple levels of scrum masters. This means they assign highly skilled and advanced product development facilitators to teams working on mission-critical projects. Additionally, some of their teams utilize SAFe (scaled agile framework). This means Boeing understands how to bridge multiple teams together in a scaled agile setting for maximum collaboration and success. That's important!

    Lean Practices
    Boeing leverages lean principles within their manufacturing sectors, software engineering, and operations groups. This means they understand how to maximize value, ensure quality, and reduce waste. Each of these practices is good for the company, good for its clients, and in theory, good for the employees of Boeing.

    Well Developed Careers Site
    The career coach in me really appreciated Boeing's careers pages. They are very clear about what they are looking for in each of the roles listed. They offer a breakdown of responsibilities and the types of traits/soft skills needed. They use descriptive language such as 'relentless improvements' and 'thinking beyond boundaries'. They also offer salary range, benefits, and relocation assistance information. All of this tells me that Boeing is committed to identifying candidates that are a great fit for their needs and their culture.

    Talent Development and Long-Term Career Options
    Boeing has a strong internship program. This is a smart move in my opinion. They invest in bringing young talent in, showing them the world of Boeing, and then convincing the best to come back and work full-time. Programs like these help to develop future leaders, and Boeing isn't shy about their preference for promoting from within. They also have a well-developed leadership program, a healthy list of business resource groups, demonstrated commitment to hiring veterans, and several continual learning programs. If the idea of working your way up in a company like Boeing sounds appealing, they may be the perfect fit for you!

    In summary, there are always new and exciting opportunities at Boeing that offer a wide range of benefits. No matter what type of role you are interested in, landing a job at Boeing results in an impressive addition to your future resume. I hope this Q&A set has helped you prepare and boost your excitement about your upcoming interview at Boeing. I wish you success, and I encourage you to keep Boeing on your radar in the future!

    Learn more about Karrie Day