"I have several years of experience in customer service and have taken many calls from upset customers, and I feel that conflict resolution is something I excel at. I typically let the customer speak first and actively listen to them without interrupting. To be sure I understand the problem or situation, I repeat what I heard so I can effectively assist the customer. I empathize and let them know I care about their concern and hear their frustration, and I reassure them that I will do all I can to help them find a resolution. I'm very level-headed and do not let emotions get the best of me in these situations. If I cannot assist the customer at my level, I escalate it to the appropriate person who can help them."

"In my current role, I've completed a great deal of customer service training focused on dealing with difficult or angry customers. I am patient with them and let them voice their concerns before jumping in to help. I maintain a positive attitude and tone, even if the customer is not kind. I always try to put myself in their shoes, and you never know what kind of day someone has had, so I don't take their anger or frustration personally. I do all that I can do self-help and assist them, including checking my resources or checking with team members. I want every customer to be happy, and if I cannot find an acceptable resolution, I will escalate it immediately to my team lead or supervisor."