When Have You Dealt with a Difficult Customer to Come to a Successful Resolution?

When you are interviewing for a customer service position, the chances are that your interviewer is interested in your ability to deal with difficult customers or challenging situations in general. These are the most challenging moments in customer service; the ability to deal with a difficult customer to come to a successful resolution. The answer you give should demonstrate your positive attitude and how you have handled such situations in the past.

Different people have different ways of handling challenges in the workplace. When you are applying for a job in the customer service department, the skill to resolve customer conflicts with successful outcomes matters a lot.

Every organization wants to hire a talented team player that possesses the required creative thinking skills, problem-solving skills, and customer service skills. Questions about your ability to deal with difficult customers to help interviewers assess these skills.

In this blog, we discuss why the interviewer is asking you about how you deal with difficult customers and how you did so in the past. Also, we tell you what you should focus on when answering this question. Furthermore, read more about frequently asked job interview questions here and check our job interview preparation checklist.

Other ways the interviewer can ask about your experience dealing with difficult customers:

The question “when have you dealt with a difficult customer to come to a successful resolution?” belongs to the behavioral category of interview questions. But it is not always necessary that the interviewer asks this question in the same format. The interviewer may ask this conflict-resolution question in several variations; few of them are listed below:

  • What actions did you take during your past jobs to deal with difficult situations?
  • Give us an example where you solved a complicated problem at work.
  • Describe a situation with a difficult task at the workplace and how you handled it.
  • Can you tell us about a situation from your past experiences when you made a certain mistake and what you did to fix that?
  • Tell us about the time when you led a project, and conflict between team members occurred.
  • Have you had any experience of responding to unhappy or unsatisfied customers?

Why is the interviewer interested in your experience dealing with difficult customers?

Every question in a job interview has a different purpose. Interviewers do not ask random questions, and most interviews are structured in nature. A structured interview is a standardized way of interviewing based on the specific requirements of the job that you applied for. All candidates are asked the same questions, usually in the same order. Each question get’s scored, and all candidates are compared on the same scale.

Interview questions are used to get more in-depth information from the candidates and to find out whether or not their skills match the required skills for the position. In other words, their main goal is to test your abilities to work on a specific profile. It’s therefore important that you prepare before the interview to have effective answers ready for whenever this question is brought up.

Your answer will help the interviewer understand what kind of person you are and how you behave in complicated situations. You never know what kind of problem you may face during your job, especially when you have to deal with the customers or clients. The interviewers are interested in how you have handled difficult customer situations in the past.

Tips for answering job interview question on dealing with difficult customers:

While answering this question, you need to highlight three important things:

  • Your behavior and approach to your work and your strategy to deal with tough situations.
  • Your ability to respond to the angry or frustrated people in the right way.
  • Communication skills and your abilities to fit into the work environment.

If you want to answer a behavioral question such as how you handled difficult customers in the past, it’s best to use the STAR interview technique. This is a specific way of structuring your answer in a logical and concise way. STAR is an acronym that stands for the situation you were in, your task in that situation, the actions you took to address the situation, and the results you got from your actions. Below we have highlighted a quick summary on how to prepare your answer:

Situation

First of all, you should make the situation clear to the interviewer by explaining the background. There is no need to spend too much time on this part, but make sure you provide a clear idea about the difficulty level or challenge of that particular situation.

Task

After you describe the situation, talk about your specific responsibilities and what your role was. It’s important that the interviewer gets an understanding of your task.

Action

Next, talk about the actions you took to resolve the challenges you were facing. Provide the interviewer with a step by step description of what actions you took.

Result

Finally, talk about the outcomes of your actions. Make sure to take credit for your behavior that led to the result. Here you answer questions such as What happened? What did you accomplish? Also, provide the interviewer with information about what you learned from the situation. Make sure to focus on positive results and positive learning experiences.

Sample answers on dealing with difficult customers:

You have to show that you are the right candidate for their company and have all the desired skills to handle conflicts with customers. Here is an example to help you demonstrate that you’re able to deal with difficult customers:

‘At my previous job, once a customer came yelling due to some trouble with her order. I knew she was frustrated, and instead of taking her words personally, I tried to ensure her that the issues will be processed by the team.

I listened to all her problems patiently and apologized for the inconvenience. She was basically making efforts to return an item without any receipt for the same.

I explained to her that we could not process the cash refund without getting the original receipt, but that we could provide here with a store credit of the same amount. In this way, the problem ended in a win-win situation. After this, she became a loyal customer of the brand, and we also received some positive reviews from her online.’  

Job Interview Topics – Common Job Interview Questions & Answers

Below you can find a list of common job interview topics. Each link will direct you to an article regarding the specific topics that discuss commonly asked interview questions. Furthermore, each article discusses why the interviewer asks these questions and how you answer them!

  1. Accomplishments
  2. Adaptability
  3. Admission
  4. Behavioral
  5. Career Change
  6. Career Goals
  7. Communication
  8. Competency
  9. Conflict Resolution
  10. Creative Thinking
  11. Cultural Fit
  12. Customer Service
  13. Direct
  14. Experience
  15. Government
  16. Graduate
  17. Growth Potential
  18. Honesty & Integrity
  19. Illegal
  20. Inappropriate
  21. Job Satisfaction
  22. Leadership
  23. Management
  24. Entry-Level & No experience
  25. Performance-Based
  26. Personal
  27. Prioritization & Time Management
  28. Problem-solving
  29. Salary
  30. Situational & Scenario-based
  31. Stress Management
  32. Teamwork
  33. Telephone Interview
  34. Tough
  35. Uncomfortable
  36. Work Ethic