Tell me about a time you dealt with a difficult customer.
"There was a customer who was in the middle of complaining about the service they'd received over the phone, and suddenly they started crying uncontrollably. It was difficult to understand what they were upset about at first, and they had a great deal of difficulty expressing themselves or communicating clearly. I consoled them, and was patient with them, but it was clear they were going through some sort of emotional distress. After a while, they explained they felt they were treated rather rudely by the previous service they'd received, and they wanted to lodge a complaint. They couldn't tell me much about the person they felt was unkind. There was little I could do to address the issue they were calling in about, but what I could do was provide them with the kindness and the empathy they clearly needed. I spent some time on the phone with this individual, offering my sympathies for what they were going through, which I think was the true nature of the call."
"There was an elderly woman I dealt with who would come in once a week and pass around letters of a schizophrenic nature, full of conspiracy and paranoid delusions. She lived alone, and at one point was a well-respected professor at university. Typically, her letters were met with snickers, and everyone at worked tried to avoid her, which then was met with her scorn. But, I took a different approach, took the time to talk to her while helping her shop, would sympathise with her situation, and would ask her questions about herself. At one point, I learned she had a son and a granddaughter whom she hadn't seen in years. I asked her when the last time she connected with them was, and she told me and it was some time ago. I said that they must worry about her and miss her very much. Then I didn't see her for a while. Months later, she came back in to thank me. She'd gotten back on her medication and said that my kindness had helped her recalibrate. She was on her way to the airport to move back closer to her family, who she reconnected with because of our conversations. Truth is, all I did was treat her with the same kindness and respect as everyone else, regardless of how much more challenging she could be as a customer. I still think about her now and again, and hope she is doing well."
As a DWP Work Coach, you will regularly be meeting with customers who face unique and challenging situations, with different personalities and perspectives. Some may have a clearer and more objective understanding of their situation, and others may not while projecting their frustrations towards you. This question offers you an opportunity to demonstrate your mediation and nondefensive communication skills. Show your interviewer how you would navigate this terrain by offering an example of being in a similar situation in the past.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
There was a customer who was drunk inside the shopping center. It was my duty to remove that person. I communicated via radio to the CCTV operator to keep an eye on me while I removed him. The customer was aggressive and refused to leave. He even came up to my face. I remained calm and asked politely that he leave as it was scaring the children. He left the center.
Jaymie's Feedback
That would have been a stressful situation to be in, but it sounds like you remained calm, handled yourself professionally, and were able to de-escalate and resolve the situation peacefully.
Anonymous Answer
I arrived at work and got some moldy buns shoved at me. The customer said that she bought them the previous day. I noticed she’s peeled the label off with the date on. I knew she was being dishonest. I apologized to her that she was not happy and told her customers are important to us. I refunded and replaced the buns. The customer was happy.
Jaymie's Feedback
This is a good example that demonstrates your ability to remain calm and problem-solve. Your response shows that you are customer-oriented, which is a transferable skill to the work coach role. You could also add in your decision-making process (i.e., how did you determine not to argue with the customer or call a supervisor but instead resolve the issue the way you had).
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