Could you share an experience where you dealt with a difficult customer and explain the steps you took to resolve the situation?

To answer this question, narrate a specific experience using the star method (situation, task, action, result). Begin by describing the situation, giving details about why the customer was difficult. Then, explain the task you had, including your role and the customer's expectations. Focus next on the actions, detailing the steps you took to manage and resolve the situation, such as maintaining professionalism, active listening, empathizing, and finding a mutually agreeable solution. Conclude with the result, highlighting how your approach led to a resolution, possibly mentioning any feedback received from the customer and how the experience contributed to your growth in handling customer service challenges.