What is the most difficult situation you have had to face, and how did you tackle it?

The interviewer wants to learn more about your problem-solving skills. Walk the interviewer through a time you faced some sort of dilemma and share how you successfully fought your way to a solution. Be specific about the steps you took to solve that problem and describe the result. Your goal here should be to communicate that you can find successful solutions to difficult situations.

"The most difficult situation I've had to face was dealing with an upset parent at my former school. They were upset about an extracurricular activity that was advertised poorly with vague details. When the program was not what she thought it would be, the parent was angry that she had spent money on it. I listened patiently to her complaints. Because I did not know all the details about the program, I told her I would find out more information and follow up with her immediately. I then contacted the head of the program and asked very pointed questions to ensure I was well informed before getting back to the parent. The next day, I called the parent and explained everything I had learned. I also got permission to refund 50% of her money because of the misunderstanding. It was a learning opportunity, and I was proud of the way I handled this difficult situation."