Give an example of a time you had to resolve a difficult situation with a client or customer. What were the keys to a successful solution?

"Having worked in customer service for one of the area's largest auto dealerships for the last six years, handling difficult customers was a situation I had to learn to handle quickly. A few weeks ago, I was covering our front desk on a Saturday afternoon when our sales staff was still open for business. I recognized the person approaching the door as a customer that had recently purchased a new vehicle. He stormed through the door, placed his keys on the counter in front of me and said that he demanded a refund on his new purchase because the check engine light had already come on inside the car. Knowing off the top of my head that his new vehicle was under a full warranty, I calmly let him know that his car was under warranty and that I'd have a member of our sales staff come out and take a quick look. I also let him know that our service department was not working that afternoon and, if needed, we could schedule him for a diagnostic test at his earliest convenience. After our salesman went out to take a quick look and, not seeing anything obvious, we gave him a loaner vehicle so his new car could be taken care of on Monday morning. He ended up leaving pretty happy that day, and I know that my patience in hearing him out helped."

"A couple of years ago, I was asked to work with a very high-profile client for his financial advising services when he came to our firm because my CEO trusted I could handle what he felt would be difficult. From my first meeting with the client, he demanded that we provide more returns than the previous firm he worked with, and he was rather rude to our front desk staff. I took the time to listen to his needs and speak to him more about what my firm could provide. I laid out my experience and track record to build his trust in me. I knew that with him, I would need to take time to walk through my decision-making processes for his investments, and he appreciated that. As of today, we are still working well together, and his wealth is growing."

When answering this question, assure them of your commitment to acting according to the EIB Group's core values. Such as their core value of "Commitment: Staff members remain loyal to the EIB Group and its mission by acting objectively, impartially, conscientiously and without regard to self-interest. Staff members shall strive for excellence and provide high-quality services in the performance of their duties."