Strategic Statement: This response does not need to be a specific situation, but rather a statement of your perspective and strategy.


Sample Response: The customer’s satisfaction is always a priority, and that priority needs to be reflected in the way in which you work with a client. Generally, dis-satisfaction is caused by the customer’s needs not being met. Those needs to be addressed. Was there an unmet expectation? Was there a problem with service or quality? Was there an unkept assurance or promise? After assuring that the client’s needs are addressed, I need to also remember that not everyone is going to be satisfied. There are some clients that we are just not going to be able to please. If we come to an impasse, the two options to consider are whether we try again or part company as friends.

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