Conflict Resolution Question:

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While a conflict between employees can create frustration in the workplace, a conflict between an employee and a customer can result in lost business. Assure interviewers that when dealing with a conflict with a customer, you strive to represent the company with professionalism and dignity, all with a goal of resolving the customer's complaint in a fair and expedient manner. Example: If I am in the wrong, I will take responsibility, apologize and make amends. If the custom is in the wrong, I will gently explain the company's position, apologize for the miscommunication or misunderstanding, and let the customer know his or her ongoing business is appreciated.