This question is a great way to see how you handle conflict and challenging situations. When answering this question, it can be helpful to mention a specific situation where you helped a customer solve their problem or find an alternative solution.
Example: “I have extensive experience in dealing with difficult customers. I understand that each customer is unique and requires a tailored approach to ensure their needs are met. In my current role as an Insurance Broker, I have been successful in resolving challenging situations by taking the time to listen to the customer’s concerns and understanding their individual situation.
I am also experienced in using active listening techniques to identify the underlying issue and then work towards finding a solution that meets both the customer’s needs and the company’s objectives. I have found this method of problem solving to be effective in calming down agitated customers and helping them reach a satisfactory outcome.”
