View All num of num Add Photos Indigo Books & Music This employer has taken extra steps to respond to reviews and provide job seekers with accurate company information, photos, and reviews. Interested for your company?Learn More. www.chapters.indigo.ca www.chapters.indigo.ca Work in HR? Unlock Free Profile Overview Reviews Salaries Interviews Jobs Photos Benefits 111 Reviews 108 Salaries 22 Interviews Follow Add Review or Salary Follow Add Review or Salary Indigo Books & Music 111 Interview Question Customer Experience Representative Interview Milton, ON (Canada) Indigo Books & Music Have you ever had to deal with someone who was being difficult and how did you manage to solve that persons problem? Tags: See more , See less 8 Answer Add Tags Flag as Inappropriate Thank you! Your feedback has been sent to the team and we'll look into it. Oops! We're sorry but your feedback didn't make it to the team. Your input is valuable to us — would you mind trying again? Send Answer Interview Answer 1 Answer ▲ 4 ▼ Listening is the key! When dealing with difficult people it is important to not add to the tension already created. A difficult person is someone who is frustrated because their needs have not been met or they feel like they have been backed up into a wall. You want the person/customer to feel like they have control over their situation. Therefore, to prevent further defiance; you are going to ask alot of questions. You are going to offer a "choice" of solutions for the situation. And, you are going to throughout your conversation offer apologies with a compliment at the end of your conversation. Don't forget to smile throughout, and keep any emotions of your own frustration hidden. Bernadette Waugh on Nov 5, 2012 Flag as Inappropriate Thank you! Your feedback has been sent to the team and we'll look into it. Oops! We're sorry but your feedback didn't make it to the team. Your input is valuable to us — would you mind trying again? Send Add Answers or Comments To comment on this, Sign In or Sign Up.