Interview questions › Spotting and solving problems

Tell me about a difficult customer or client situation and how you resolved it.

Spotting and solving problems · commonly asked in support, sales, any

No account, no credit card for the first three questions.

How to answer it well

Two mistakes that cost you points

• Only describing the apology and the refund.
• Making the customer sound unreasonable with no role for your process.

What to do with this question today

1. Answer it out loud once, without stopping. Do not write it down first.
2. Read back exactly what you said. Mark the filler words, and the length of your longest pause.
3. Answer it again and change one thing — usually the opening line, or the number at the end.

This question is not in the free run yet — practise the same skill with a free run, or paste a job description and we build the set around that role.

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• Tell me about a time you found a quality problem in your own work or your team's work. What did you do? · Spotting and solving problems
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