How do you handle difficult conversations with customers or clients?
Sales coordinators are often the first point of contact with customers and clients, and they need to be able to handle any difficult conversations that may arise. This question gives the interviewer an idea of how you handle difficult conversations and if you can stay calm and professional in the face of adversity. It also shows if you are a problem solver or if you are able to think on your feet and come up with creative solutions to difficult conversations.
How to Answer It : Start by explaining that you understand the importance of customer service and how difficult conversations can be managed with empathy, understanding, and respect. Talk about a time when you had to handle a difficult conversation with a customer or client and how you did it in a professional manner. Explain your thought process and any steps you took to ensure the customer was satisfied with the outcome. Show that you are able to stay calm and composed even in challenging situations and that you have the skills to resolve conflicts quickly and efficiently.
Example Answer : I understand the importance of customer service and strive to maintain a positive relationship with all clients. When I have had to handle difficult conversations in the past, I always try to remain calm and professional. I listen carefully to what the client is saying and make sure they feel heard. Then I offer solutions that are tailored to their individual needs and explain why those solutions are the best option for them. If necessary, I will also provide additional resources or information to help them reach a resolution. By doing this, I’m able to diffuse any tension and come to an agreement while still maintaining a respectful and courteous attitude.
