Dealing with Difficult Customers

Interview Question: How do you deal with difficult customers / associates / clients?

This is a simple question, yet complex responses can flow from it. You’re usually looking for professionalism, courtesy, a conciliatory approach, and the overall ability to think on one’s feet. If you read defensiveness, lack of sympathy, nervousness, or even aggressive responses, then your candidate may not be the best fit.

As always you need to probe, as well as offer specific scenarios that they may face, looking to their solutions as a measure of how well they will fit in this role.