How to Answer: 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?
Advice and answer examples written specifically for a Client Services Manager job interview.
30. 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?
Why the Interviewer Asks This Question
Over time a client services manager will deal with dissatisfied customers/ clients. A client services manager that doesn't take these situations personally and will take the initiative will set the company apart from the competition.
Written by Luke Duggan on January 12th, 2022
What You Should Say
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.
Written by Luke Duggan on January 12th, 2022
Answer Example
"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."
Written by Luke Duggan on January 12th, 2022