Ivie Interview Question: How do you handle difficult c... | Glassdoor

Interview Question

Account Coordinator Interview Dallas, TX

How do you handle difficult clients/ reps? They laid out a

  scenario that had actually happened just the previous week with the marketing manager of their client going bananas because the UPS/Fedex guy decided delivered POP/marketing packages to an old retail site, instead of the new grand opening retail site - as addressed on the manifest - while en route. Retail associates contacted corporate - i.e. marketing manager, and she was beating a dead horse since the problem was simply pick it up, drive it across town.
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My answer was an amalgamation of
1. get the refund from the courier
2. Not get drawn into the marketing managers drama, reaffirm all the proper procedure/plan was followed to letter. But don't take it personally, obviously some underlying issue - perhaps she was left holding the bag on a problem in the past with an agency. Also that her reaction is very telling, and will be remembered in future interactions/problems arise.
3. support my team and reaffirm to my staff that they are doing their jobs properly, its not their fault and to bring any fall-out issues to myself.

Interview Candidate on Sep 30, 2013

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