There will often be a question about how to deal with an angry customer. A typical question would be “Name a time you had to deal with an angry customer” or “Describe a recent situation when you had to handle an angry guest or customer”.

There are two things that they are looking for here. The first is to see what your customer service skills are like. The second is to see if you lose your temper or if you can keep your cool.

It may help to answer that “the customer is always right” and that it is your duty to help customers out of a difficult situation. You can describe the steps where you helped to calm a customer down, show some understanding, empathy, patience etc.

Ideally use an example of where you were able to turn the customer around and then the customer was able to thank you for your effort.