and in this tutorial I will teach you how to answer the tough interview question: How

would you deal with a difficult customer? So, this question gets asked time and time

again, especially in customer-facing and customer-related roles. Please do stick around and watch it

from beginning to end, because it will make a huge difference to your preparation. I will

tell you exactly how to answer this interview question. More importantly, I will give you

a TOP-SCORING ANSWER that you can use that will make you the standout candidate. Now,

before I do that, a very warm welcome. My name is Richard McMunn. That's me there in

the center. I've been helping people for 20 years now to pass their interviews. I do that

through this channel and the videos that I create. We have about 230,000 subscribers,

many of you are passing your interviews as a result. So, please do hit the SUBSCRIBE

button below the video and then you won't miss out on any of the weekly training videos

that I'm uploading. You can also connect with me on LinkedIn.com. I have put my LinkedIn.com

connection in the description below the video. It's always good to connect with like-minded

professionals. Please do also give the video a thumbs up. Thank you very much! That tells

me you enjoy the content and therefore I will create more for you. People also want to know

other type of interview questions they will get asked during a job interview. So, please

tell me the name of your particular job interview in the comments section below the video and

I will then give you some more interview questions to prepare for. People say to me all the time…

“Richard, how do I answer the interview question: How would you deal with a difficult

customer?” Now, before I give you a top-scoring answer to this challenging and common interview

question, when you are structuring your response, remember these three things. NUMBER 1: tell

the interview that you would LISTEN, this is most important. The first thing is to say

I would LISTEN to them, and I would show that I am listening through effective communication

skills and then I would ACKNOWLEDGE their issue or their complaint. Then, NUMBER 2:

tell them that you would LOWER YOUR VOICE and show empathy whilst communicating with

the customer, and you would look to BUILD A POSITIVE RAPPORT with them at all times,

and that you wouldn't take the issue personally. And you would also remember you are representing

their company at all times. NUMBER 3: you would PROVIDE A SOLUTION to the customer.

You would say, this is what I propose to do. You would then SUMMARIZE and then you would

deliver on your promises. So, say to the interviewer… “If I tell them that I am going to call

them back in an hour, I will make sure I call them back!” So, let me give you the perfect

answer to the tough interview question: How would you deal with a difficult customer?

Here it is. “I would, first and foremost, LISTEN to the customer carefully and demonstrate,

through EFFECTIVE LISTENING SKILLS, that they have my full attention. I would then ASK CLARIFYING

QUESTIONS using a LOWERED TONE OF VOICE to get to the bottom of their issue or concerns,

APOLOGIZE if necessary, before CONFIRMING with them the exact issue. I would then provide

a SOLUTION TO THEIR PROBLEM, SUMMARIZE the next steps of what I was going to do for them,

before FULLY DELIVERING on any promises or proposals I had put forward. Throughout my

communication with the customer, I would be POSITIVE, remember that I am REPRESENTING

YOUR COMPANY and BRAND, and I would never take things personally. I would try my utmost

at all times to BUILD A POSITIVE RAPPORT with the customer to make them feel valued and

happy with the end result.” That is a brilliant answer to the tough interview question: How

would you deal with a difficult customer? Make sure you take a note of that and the

different things that I've put in there. And don't forget to follow those 3 important tips.

You might need to watch the video again and take notes as you go along. But I promise

you, if you use that during your interview, that will score as highly as any other response!

Now, if you would like more help with your interview and even customer service interviews,

click the link in the top right hand corner of this video. It will take you through to

my website, PassMyInterview.com, where you can download my full set of 21 great answers

to tough interview questions and every single response is to the same level and caliber

as that one! Don't forget to SUBSCRIBE to the channel. Thank you very much. Please do

hit the LIKE button. Don't forget to connect with me on LinkedIn.com. And finally, TELL

ME THE NAME OF YOUR JOB INTERVIEW in the comments section below and I will come on air each

day and I'll give you some questions to prepare for. It is my mission to help you pass your

interview. Have a brilliant day and thank you for watching.