"I have ten years of experience in customer service and have taken many calls from upset customers, and I feel that conflict resolution is something I excel at. I typically let the customer speak first and actively listen to them without interrupting. To be sure I understand the problem or situation; I repeat back what I heard the problem to be so that I can effectively assist the customer. I empathize and let them know I care about their concern and hear their frustration, and I reassure them that I will do all I can to help them find a resolution. I'm very level-headed, and I do not let emotions get the best of me in these situations. If I cannot assist the client at my level, I escalate it to the appropriate person who can help them."

"In my current role, I've completed a great deal of customer service training that focused on dealing with difficult or angry customers. I am patient with the customer and let them voice their concerns before jumping in to help. I maintain a positive attitude and tone, even if the customer is not being kind. I always try to put myself in their shoes and you never know what kind of day someone is had, so I don't take their anger or frustration personally. I do all that I can do self-help and assist them, including checking my resources or checking with team members. I want every customer to be happy and if I cannot find an acceptable resolution, I will escalate it immediately to my team lead or supervisor."