How do you handle negative feedback from clients?

How to Answer
Answer Example

Many of the project management roles at IBM might require client relationship management. In your answer, consider that you are representing the company's interest whenever you're interacting with the client. As IBM promotes a culture of feedback, the interviewer will want to learn that you value feedback, including negative ones from clients. A successful answer will outline the steps you would take after receiving the feedback and keep the client's confidence moving forward.

"I would handle client feedback, whether positive or negative, almost the same way as I would internal feedback. First, I would acknowledge the client and discover the reason behind their concern. For example, I could let the client know that I appreciate their feedback and ask questions to understand where they are coming from. Based on their reasons, I would address their concerns and let them know that I will get back to them with a solution. Unless their concerns are unrealistic or unreasonable, I should be able to find a way to overcome the hurdle and move the project along. Finally, I would prioritize their feedback in terms of timing because I understand that delays could negatively impact our relationship with the client."

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How to Answer: How do you handle negative feedback from clients?

Advice and answer examples written specifically for an IBM job interview.

3. How do you handle negative feedback from clients?

How to Answer

Many of the project management roles at IBM might require client relationship management. In your answer, consider that you are representing the company's interest whenever you're interacting with the client. As IBM promotes a culture of feedback, the interviewer will want to learn that you value feedback, including negative ones from clients. A successful answer will outline the steps you would take after receiving the feedback and keep the client's confidence moving forward.

Answer Example

"I would handle client feedback, whether positive or negative, almost the same way as I would internal feedback. First, I would acknowledge the client and discover the reason behind their concern. For example, I could let the client know that I appreciate their feedback and ask questions to understand where they are coming from. Based on their reasons, I would address their concerns and let them know that I will get back to them with a solution. Unless their concerns are unrealistic or unreasonable, I should be able to find a way to overcome the hurdle and move the project along. Finally, I would prioritize their feedback in terms of timing because I understand that delays could negatively impact our relationship with the client."

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