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Interview Question

Interview Milton, ON (Canada)

Have you ever had to deal with someone who was being

  difficult and how did you manage to solve that persons problem?

Interview Answer

1 Answer


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

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