Describe a time when you had to deal with a challenging client. How did you handle this?
There are going to be times when a client is unhappy, and it will be your job to turn things around. Give an example of an instance when you successfully handled a difficult client. Explain the methods you used to calm them down. Most importantly, show that you made every effort to fix the problem for the client.
"In an earlier role, I was an account manager for a SaaS company. I enjoyed positive interactions and relationships with all of our clients. But there was one time when one of them called me and was irate about not receiving some of the research our company had sent out, which had cost them money on an investment trade. After listening and making sure I fully understood what the issue was, I immediately worked with our IT department to determine why the client hadn't received the emailed research. It turned out that there had been a technical glitch on our end that we needed to fix. After ensuring that the glitch was fixed, I quickly informed the client of what the problem was and apologized. I told them that it was our error and took ownership of it. I spoke to my manager, and we decided to offer the client a one-time discount on their upcoming renewal to compensate them for the trouble. In the end, the client was happy, and we didn't lose their business."