Indigo Books & Music Interview Question: Have you ever had to deal wit... | Glassdoor

Interview Question

Customer Experience Representative 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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