Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?

"The call-center environment where I work focuses on customers with accounts in arrears. It is sensitive work, and as a result, I encounter challenging customers a few times a week. I've come to believe a large part of my job should include educating our credit clients on how to make their finances work for them instead of working against them. I once took a call from a person who claimed that around 5,000 in credit card charges were not theirs. Now, I could see the charges were from places where she shopped, and based on some of her statements, it was clear their information was incorrect, and they didn't grasp where they went wrong. Not wanting to embarrass this person, I offered a few statements, hoping they'd realize on their own, and offered a tempting re-payment plan with their late fees waived. They ended up taking the offer. Since that fateful call, I now take more time to work with the client to ensure that they did not get themselves into a sticky credit situation. I regret not having educated that person. I just hadn't built up the communication skills I now have. I felt like I left some important advice on the table and didn't wow them with the customer service I pride myself on."

"As a recent business graduate, I dealt with some professors whose communication skills were lacking. During that time, I learned not everyone communicates the same, and it's incumbent on me to find clarification rather than expect others to fill in the blanks. For example, I decided to approach a professor for more precise guidelines. Their expectations and deadlines seemed rushed and not thorough, but not being as experienced at communication as I am now, I realize I could have approached her differently. They misunderstood my approach, seemed offended, and grew dismissive. I accept responsibility for my part in that situation. As challenging as this was, it was a valuable learning experience."