When answering this question, it's important to demonstrate your ability to stay calm, empathetic, and solution-oriented. Start by acknowledging the importance of understanding the customer's perspective. Provide a specific example where you successfully managed a difficult customer or situation. Explain the steps you took to resolve the issue, emphasizing your communication skills, patience, and problem-solving abilities. Conclude with the positive outcome and any lessons learned. For instance:
"In my previous role, I encountered a customer who was upset about a delay in their service. I listened to their concerns without interrupting, acknowledged their frustration, and assured them that I would personally oversee the completion of their service. I kept them updated throughout the process and offered a discount for the inconvenience. By the end of the interaction, the customer appreciated the transparency and left satisfied with the resolution."
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