Menu Menu Previous Interview Question Next Interview Question Search print thumbs-down thumbs-up Check Square bookmark arrow-right MockQuestions.com Logo MockQuestions MockQuestions.com Logo MockQuestions
Job interview preparation
Sign in
Upgrade
Career Interviews
Interview Topics
Company Interviews
Close
Please provide an example of a situation you were in with a difficult and/or dissatisfied client and how you resolved the situation.
Advice
It is important to remain calm, polite and respectful towards the client notwithstanding the difficulty of the situation and your frustration, and to always act as a professional representative of the company. Tell the interviewer that you know you ought to answer clients to the best of your ability, and should you be unable to completely resolve the situation, the best course of action is to forward this client to a superior.
Answer examples
"While working at a call center during my undergraduate studies, a client called me when I was working overtime and my superior was out of the office. He was very frustrated because he couldn't access his emails through his company portal. I did my best to listen to him, let him vent and acknowledge his problem. I helped him to the best of my abilities, based upon the training I had received, and when I realized I was not in a position to resolve his issue, I tried to reach out to some of my colleagues to see whether they had encountered such issue. Ultimately, I explained to the client a supervisor would be in touch with him first thing Monday morning, and provided my extension for him to contact me should he not hear back in a timely fashion. I always ensure to remain respectful even if the clients are extremely frustrated and to take their problems seriously. I also always follow up to ensure their issues have been resolved and that they are satisfied with the services received."

Practice More Interviews

Behavioral
We all have some behaviors that are typical of us and which sometimes results in ...
Common
There are some questions that employers ask at almost every interview. The questions ...
Communication
Communication skills are essential for any workplace to function efficiently. However, ...
Leadership
If you are interviewing for any type of leadership role; prepare with our leadership ...
Management
Our management questions are designed for any interview for a position that has authority ...
Teamwork
This set of questions aims to ascertain what your idea of teamwork is and whether ...

User-Submitted Answers

Please provide an example of a situation you were in with a difficult and/or dissatisfied client and how you resolved the situation.
1.
Emotional intelligence win win approach.
2.
Calmly, try to understand there issues properly so they feel heard but also be sure of my own position so I can defend myself. Examples - Neil not wanting me to go.
3.
How do you handle difficult clients?
4.
Firstly I would ask what difficulties they faced and see if I could resolve there problem as soon as possible. I would choose my words carefully ensuring I did not put any further strain on our working relationship. I would always be on hand and ensure that I was providing a service far beyond what was expected of me in order to gain respect and trust needed to achieve our objective and work as part of a team.
5.
Understand the clients problems. Listen and explain. Admit outright if I have made a mistake and give assurance that matter is being dealt with.
6.
Trying to satisfy his request and trying to keep my relation good with him - I dont have culture of loosing client - work is work.
7.
I listen ... And let them speak.
8.
In my world, there is nothing like a difficult client. People react in various ways for various reasons, once you capture or understand the other person's logic or level of IQ, you are in total control of the situation. For me the challenge would be how to understand the client without losing valuable time. A few conversations which may not be directly linked to the issue at hand helps you appreciate the other person, by the time you approach the "difficult client" you get to propose a solution that will leave both of you happy.
9.
I have come across different clients-stubborn, intimidating, angry clients. I first ensure I am well in control of my emotions then I listen attentively to their complaints showing empathy in all cases. I proffer solutions where I can or humbly request if I can get solutions from a superior officer.
10.
Difficult clients are a daily part of my job. Again I find that my communication skills come in handy when presented with these types of situations. The first thing I do is let the client speak. Before they called me or came into my office they stewed on the subject matter and have created this internal tension that needs to be released. I get that. So I let them have the floor and try to get an understanding of what the issues are. I make notes and then try to communicate to the client what our point of view is on each issue and what the possible resolutions are. I find that if you allow them to speak and show empathy towards their situation they will be more receptive to your responses. It really all goes back to the golden rule, treat others how you want to be treated.