Interview Questions - “How would you deal with a difficult/aggressive client”
January 28th, 2006 by Jennine
“How would you deal with a difficult/aggressive client?” is quite an easy question when you know exactly how you would deal with this problem. The key to difficult clients is to make then easy to deal with. Sounds too simple, well it is really.
Difficult or aggressive clients obviously have some reason to come into or contact your office and it’s your role to find out what is the problem. If it’s possible you can resolve the issue or find someone who can.
The first thing to do with these clients is stand firm; do not take abuse or yelling personally. They are frustrated or upset and you are bearing the brunt of it. Deep down they know it’s not your fault but you are in the firing line. Take a deep breath, count to 10 and wait for them to take a breath.
In a calm and reasonable voice, ask them what the problem is and how they want you to help. Make sure you listen to what they are saying and paraphrase (repeat) what they have said. Take notes, so you can demonstrate that you are treating this seriously and you want to help. Once they see that you do take their problem seriously they will calm down quite a bit.
Once you have all the necessary information if you can help them, advise them on the course of action you will take and make sure you follow through. If you can’t help, get someone who can. If it’s your Supervisor or another team member, get their assistance. If the person who can assist is out of the office take a detailed message, with all the contact details of the upset client and pass it on. Make sure they follow up and resolve the issue. If they have an email address and you intend to email the necessary party, send a carbon copy (cc) to the upset client, so they can see that you have done all you can.
In your interview the points you need to make sure you raise are:
- Talk in a calm and reasonable voice, no patronising or sarcastic tones;
- Take detailed notes and paraphrase the client, to demonstrate that you are listening and show empathy with them;
- Provide all the assistance you can with solving the problem or bring in a third person if you can’t resolve the problem yourself;
- Ensure the client leaves with the knowledge that you have done everything in your power to fix the issue and is happy with the level of customer service that he received from your department
With this question, just think how you like to be treated when you go into a customer service department with a problem and what level of service you expect from the relevant staff. As long as you say you will go the extra mile for clients you will do fine.
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