What was the most challenging situation you faced with a client?
"I was working with a client with a strong personality who constantly felt they had to be an expert on everything. But they didn't have a firm grasp on the service I was performing. While I was helping them, they constantly second-guessed me and demanded I stop helping them until they understood what I was doing. Then, when I calmly explained, despite their constant debating with me, they permitted me to continue. It took three times as long to perform the work than it should have, but I was patient, reassuring them without patronizing them. In the end, I delivered a strong customer service experience, and they were grateful for my help."
This question tests the consistency between your answers and what customer service looks like in action to you. That goes deeper than the meaning of a customer experience. Offer an example where you struck a balance between satisfying your customer in a manner that represented your brand while respecting the boundaries of a company's policies and protecting their assets. Share the avenues you took to help them, keeping your communication as open, amenable, and transparent as possible while setting clear expectations. Show them that you explored all options before reaching an amenable outcome.
More often than not, when a person recalls situations from their past, they'll revert to the emotional state of that situation. For example, if a person recalls getting into a volatile conflict, those emotions come to the surface, and the person will narrow their eyes, fold their arms, and furrow their brow. The assessment vendor will study your demeanor for any signs of stress, anger, discomfort, or dishonesty. So remain mindful of your body language, and try to be in your desired mental state while conveying how effectively you can keep calm under pressure.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I have worked with clients who have expertise and experience in auditing. A coworker did not believe in my work much. But because I encountered a mistake and was able to fix it. Now we can work better together.
Jaymie's Feedback
This is a good example to share as it demonstrates you were able to overcome the challenge, establish trust and show the client the value you brought to their team. If you can spend a little more time highlighting how your communication, problem-solving, and interpersonal skills helped you overcome, that will add value to your response.
Unlock all 30 Deloitte questions
Prepare for digital interview questions that Deloitte recruiters use to screen candidates.
Get Started