How would you deal with an angry client?
"I would take time to understand their pain points and ensure we were clearly communicating through active listening, mirroring, and empathy. Then I would use every tool at my disposal to turn any perceived negative experience into a positive one."
"The first thing I would do is stand strong and resolute but wouldn't say anything and actively listen to what they have to say. Then I would mirror what they said and ask if I missed anything. Once they knew their message was received, I would empathize with them. If their anger continued, I would respectfully ask them to calm down, and I would be willing to work with them towards a resolution in a civilized manner and proceed from there."
This question assesses your communication, mediation, and diplomacy skills and your empathy. How you answer will potentially inform them of your level of emotional maturity. PNC describes managing the customer experience as using techniques that ensure "customers have a positive experience with the organization and its products and services at every touch point." They detail that this takes critical thinking and decision making and an "understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions." Consider this while formulating your answer.
Often when a person brings to mind a conflict situation from the past, they re-experience those emotions. Therefore, HireVue will watch for signs of defensiveness as you answer this question. While practicing your answers, watch yourself on the screen and study your body language. Be on the lookout for subconscious signals, such as narrowing your eyes or furrowing your brow, folding your arms, or any gestures that make you look insecure, closed-off, unapproachable, hostile, or disinterested. Rather than trying to come off as strong, try instead to come across as confident and relaxed. Exhibit empathy. Nonverbal cues for empathy are slightly tilting your head, nodding slowly, keeping your palms open, maintaining eye contact, smiling softly, and slightly raising your eyebrows.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I would remain calm and try to de-escalate the situation by asking them questions about the situation to better understand it. I want to build their trust.
Jaymie's Feedback
Great! Reassuring clients that you're there to help them goes a long way. If you can, elaborate a little more on ways that you would de-escalate and resolve the conflict.
Anonymous Answer
I start with peace and patience. Peace to the degree that I do not want to add fuel to the fire, Patience in understanding that I don’t know what this person is going through but I can only control my actions, not how they react.
Jaymie's Feedback
Remaining calm and non-reactive are two good techniques to use when diffusing an angry customer. Discuss your next steps in a situation like this. For example, how do you get to the root cause of the issue? What specific communication skills do you use (active listening, non-verbal cues, asking probing questions, etc.)? Do you self-help with tools and resources at your disposal or reach out to a supervisor?
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