How to Answer: How do you deal with frustrated clients?
Advice and answer examples written specifically for an Office Administrator job interview.
30. How do you deal with frustrated clients?
Why the Interviewer Asks This Question
The interviewer wants to find out how you will act when you encounter tricky situations on the job. Interviewers will often slip this question in when it appears that you've gotten comfortable in the conversation. They do this to get a real, unabashed answer, rather than a scripted one.
Written by Jenna Cohen on March 31st, 2022
How to Answer
Answer carefully! Use the golden rule here: treat others how you would want to be treated. Think about how you want someone in a customer service role to treat you when you call with a complaint. Then, walk the interviewer through that ideal interaction. Speak slowly and clearly. This will show you understand the weight behind the question and the hypothetical situation.
Written by Jenna Cohen on March 31st, 2022
What to Avoid
Avoid giving in to an interviewer who may be trying to lead you into a casual answer. As Office Administrator, you are trusted to represent the company well, even when faced with frustrated clients and difficult situations. You must show the interviewer that you understand the gravity of this responsibility and will conduct yourself accordingly.
Written by Jenna Cohen on March 31st, 2022
Answer Example
"When dealing with a frustrated client, I keep an even tone and actively listen to them. Even if I am in the middle of something, I stop what I am doing to ensure that the client feels heard. I repeat the issue back to the client after they have finished speaking to reinforce that I understand them and will work to resolve the problem. It's also important to me that I get the client's name and information to follow up with them."
Written by Jenna Cohen on March 31st, 2022