"Fortunately, I have had a lot of experience working with mad customers in the foodservice industry throughout my high school and college days. I'm confident that this experience has prepared me well to handle the angry patient with a sore tooth and the mad mother of a child with cavities. A couple of years ago, I had a customer confront me who was very angry with the service their waiter had given his family. I let him vent, and then I repeated back what he said to show that I was actively listening. While I realized that much of what he was angry about was completely ridiculous, I kept a smile on my face and ensured him that we would talk to the waiter to ensure that it never happens again and that this situation wasn't how we aimed to please our customers. Having a thick skin in this situation was important in diffusing the situation."

Briefly describe a time you had to work with a person that was upset or downright angry. Highlight your ability to remain patient and rational in the face of conflict. Focus the bulk of your response on the positive action you took and the resolution you came to with the person rather than details of the conflict itself. If possible, discuss a situation that occurred while on the job.