Describe a time you had to deal with a difficult client/customer. What did you do to deal with the situation without harming the relationship?

Discuss an example that shows the steps you turned that situation around and exceeded the customer's/ client's expectations. This is a great opportunity for you to show how you showed the client/ customer empathy and how you followed through.

"Unfortunately not every customer is 100 % satisfied with their experience. In our training program, we encourage our associates to escalate any dissatisfied customers/ clients to our department. This helps our line staff by giving them an outlet but it also gives my team the opportunity to speak to them in an attempt to exceed their expectations. From my experience, the client/ customer realizes that they have been listened to and their concern is just as important to us to fix."