How do you handle clients when they get upset?

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Dealing with an upset client is similar to customer service. If you are new to the social work field, think back on some of your customer service experience. Whether you worked in a call center or a retail store, you have probably experienced some pretty feisty individuals who will not stop until they are heard or their needs are satisfied. The best thing you can do is tell the interviewer, "I don't take their response personally. I pause and take the time to listen to them so that they feel heard and understood." Empathy will take you far in the social work field. If you can learn skills to listen and express your understanding, you can tame the rage of the wildest clients!

"I don't take their response personally. I pause and take the time to listen to them so that they feel heard and understood."

Anonymous Answer

"I show empathy and try to be considerate and understanding of their situation. I listen to them and try to give advice that they may find useful."

Rachelle's Feedback

It sounds like you take a careful approach, offering knowledge, and extending kindness. Do you have a specific example that you could provide the interviewer?

"When a client becomes upset, I show empathy and remain considerate and understanding of their situation. I listen and, once I understand the core of their issue, I offer advice that I believe will be useful. One example of this approach in action is...(tell your story briefly using the STAR interview answer method)."

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How to Answer: How do you handle clients when they get upset?

Advice and answer examples written specifically for a Welfare Eligibility Worker job interview.

25. How do you handle clients when they get upset?

How to Answer

Dealing with an upset client is similar to customer service. If you are new to the social work field, think back on some of your customer service experience. Whether you worked in a call center or a retail store, you have probably experienced some pretty feisty individuals who will not stop until they are heard or their needs are satisfied. The best thing you can do is tell the interviewer, "I don't take their response personally. I pause and take the time to listen to them so that they feel heard and understood." Empathy will take you far in the social work field. If you can learn skills to listen and express your understanding, you can tame the rage of the wildest clients!

Answer Example