Interviewer: How would you deal with an angry client or customer?
Tina: When dealing with an angry person, I think it is very important to listen to them. Most people who are angry just want you to listen to them carefully and understand how they feel. And then, after I listen to the person, I would do everything I could to help them.
Interviewer: What if you could not do anything for them?
Tina: Then, I would try to explain the situation to them.
Interviewer: And what if they remained angry?
Tina: In that case, I would stay calm. Sometimes, there is nothing you can do, but if you become angry too and start yelling, then you can make the situation worse. So, I would want to avoid making the situation worse.
Interviewer: I think that is an appropriate way to deal with that kind of situation.
Patterns and Examples
I would ____________________.
- I would listen to the customer well and try to understand why they were angry, and then, I would try my best to solve their problem.
- I would do whatever I could to help them.
If I had to deal with an angry customer, then I would ____________________.
- If I had to deal with an angry customer, then I would listen sympathetically to them.
- If I had to deal with an angry customer, then I would find a way to help them.
First, I would ____________________. But if that didn’t work, then I would ____________________.
- First, I would try my best to help them. But if that did not work, then I would ask my manager to help.
- First, I would try my best to solve the problem. But if that did not work, then I would have to politely tell them that there was nothing I could do for them.
