Discuss a time you had to deal with a difficult client and how you handled it.

Think about a time you had a difficult encounter with an unhappy client. Talk about how you handled the situation and what steps you took to deescalate the problem.

"I had a customer who was incredibly upset about the amount she was being charged for her pet's visit. She had a membership that allowed her pet to receive vaccinations at a much lower cost than normal, and she let the membership lapse despite numerous reminders from our office. She was extremely upset, and I explained to her that while we did our part by sending out several reminders and calling and leaving messages, I was willing to have the staff renew her membership so that it covered the vaccines. At the end of the visit, she was much happier, and she continued to have her pet treated at our clinic."