We all face unexpected difficulties. What matters is how we deal with them, right? The company I work for is currently under some financial strain. One of the things we're known for is how flexible we are with our return policies to ensure customer satisfaction. But lately, due to cutbacks, we haven't been able to be as flexible in our return policy as we have been in the past and cannot deliver the customer experience that we'd prefer. Yet, some of our reps have struggled with this, been too defensive, and triggered some of our clients, and their interactions end up quite difficult. I often find myself coaching them. There are other ways to give you all than just giving stuff away. It's all about your impression. Just keep an eye out for any opportunity to show them you care, whether through empathy or active listening or helping them find ways to think outside the box to solve whatever issues they have. I'm quite proud of my ability to be versatile with my positive customer service experience.

Think about how you conduct yourself when handling such situations and how well you match the description of the ideal candidate they are looking for. For example, in several of United Airlines' job postings, they state that they are looking for employees who have an "ability to resolve difficult, emotionally charged or confrontational issues while maintaining composure and focusing on customer needs. Ability to demonstrate assertiveness and influence, when appropriate. Ability to use time efficiently and productively." When reflecting on the example you'd provide, detailing how you managed the last time things didn't go according to plan at work, consider how your approach aligned with theirs.