Can you provide an example of a time when you had to handle a difficult client or situation? How did you resolve it?

Your Answer

How To Answer This Question?

When answering this question, focus on demonstrating your ability to remain calm, professional, and effective under pressure. Use the STAR (Situation, Task, Action, Result) method to structure your response:

1. Situation: Briefly describe the context and the difficult client or situation you faced.
2. Task: Explain your role and what you needed to achieve.
3. Action: Detail the specific steps you took to address the issue. Highlight your communication skills, empathy, and any problem-solving techniques you used.
4. Result: Share the outcome of your actions. Emphasize any positive results, such as resolving the issue, satisfying the client, or improving a process.

Example:

"In my previous role as a Real Estate Executive Assistant, I encountered a situation where a client was extremely unhappy with a delay in the closing process. The client was frustrated and threatened to back out of the deal. I first listened to the client's concerns without interrupting, showing empathy and understanding. Then, I explained the reasons for the delay and assured them that I was personally overseeing the process to expedite it. I coordinated with the legal team and other stakeholders to resolve the issues causing the delay. As a result, we were able to close the deal within a week, and the client appreciated the proactive communication and effort to resolve their concerns."