If you're preparing for interviews, you’ve probably come across this one: how to answer “Can you give me an example of a time when you had to deal with a difficult customer or client?” It’s one of the more common behavioral interview questions, and it shows up in roles that involve customer service, client management, or even internal team support.
Interviewers ask this to learn how you stay calm under pressure, how you communicate, and how you solve problems when someone’s upset or things go wrong. They're not looking for a perfect story, rather they want to see how you think, act, and adjust in real situations.
Here you’ll find a clear framework, real examples (good and bad), and sample answers tailored to different job industries.
How to answer this question
Pick a real situation where a customer or client was upset. Show what you did to fix the issue, how you stayed professional, and how it turned out.
Break your answer into these four parts:
What was the problem?
What did you do?
What happened after?
What did you learn?
Why This Matters
According to a LinkedIn study, 78% of hiring managers use behavioral interview questions to assess how candidates handle real-life situations. They believe past behavior is the best predictor of future performance.
In roles that involve customer service or client interactions, strong people skills are often ranked just as high than technical skills. A report from TalentLMS and SHRM found that soft skills like communication, empathy, and conflict resolution are among the top training priorities for customer-facing roles.
This means interviewers aren’t just listening for how you describe a moment, rather they want to see proof that you can:
Keep your cool under stress
Communicate clearly
Solve problems fast
Stay respectful, even when others aren’t
Learn from experience
So when you’re thinking about how to answer “Can you give me an example of a time when you had to deal with a difficult customer or client?” you’re not just telling a story, but also showing that you can handle the toughest part of the job: people.
What a strong answer should show
You stayed calm
You listened
You took action
You solved the issue
You learned something
Use this as a guide when choosing your story.
🚀 SUBSCRIBE TO RISE JOBS NEWSLETTER FOR WEEKLY JOB RESOURCES, CAREER TIPS & MORE!
🔴 5 Bad Examples
Bad Example 1
A customer was really angry and yelling. I stayed calm and apologized. I fixed the issue in the end.
Why it doesn’t work:
No clear details
Doesn’t say what was wrong or how it was fixed
No outcome or takeaway
👉 This answer is too vague and forgettable.
Bad Example 2
Customers get upset all the time. I just ignore it and move on with my work.
Why it doesn’t work:
Shows lack of empathy
Doesn’t address the actual issue
Might make you seem careless
👉 You need to show that you care and take action, not just move on.
Bad Example 3
One time a customer was rude, so I told them to calm down and wait their turn like everyone else.
Why it doesn’t work:
Comes off as defensive or dismissive
No resolution or improvement
Sounds unprofessional
👉 Staying respectful is key, even when someone else isn’t.
Bad Example 4
I’ve never had any issues with customers. I’m always nice so there’s nothing to worry about.
Why it doesn’t work:
No example given
Sounds unrealistic or overconfident
Doesn’t prove anything
👉 Even if things go well most of the time, show how you’d handle it if they didn’t.
Bad Example 5
A client complained about our pricing, and I told them that’s just how it is and I can’t change it.
Why it doesn’t work:
Doesn’t show problem-solving
Shows unwillingness to help
Could be seen as dismissive
👉 You don’t have to give discounts, but you should still show effort to understand and explain.
🗽 JOIN RISE NOW AND GET ACCESS TO THOUSANDS OF JOBS IN TECH IN THE USA AND MORE!
✅ Good Examples
Good Example 1
A customer called in upset because their package arrived late and damaged. I listened, apologized, and sent a replacement with express shipping. I followed up to confirm everything arrived in good shape. They later left us a five-star review.
Why it works:
Shows listening, quick action, and follow-up
Ends with a strong result
Proves customer care and accountability
👉 It’s short but specific, and the result is easy to see.
Good Example 2
A client felt like we were missing deadlines. I set up a call, walked them through the timeline, and asked for their input. I brought their feedback to our team, and we adjusted the workflow. They appreciated the effort and referred us to another client.
Why it works:
Shows communication and collaboration
Solves the issue without blame
Result: client trust and a referral
👉 It shows leadership and responsiveness, not just fixing the problem alone.
Good Example 3
A customer came in upset because their coupon didn’t work at checkout. I calmly explained the policy, but also offered a small discount on their current order. They thanked me and said they’d come back because I was helpful and respectful.
Why it works:
Shows calm communication
Balances company policy and customer satisfaction
Ends with return business
👉 Even small moments can leave a big impression.
Good Example 4
A client once accused our team of missing a promised service. I pulled up the records, reviewed them calmly with the client, and found a misunderstanding. I offered to add a free bonus service to make up for the confusion. They appreciated the gesture and renewed their contract.
Why it works:
Fact-checked the claim without getting defensive
Took ownership anyway
Maintained and grew the client relationship
👉 You don’t always need to be wrong to show goodwill.
Good Example 5
A customer was upset because an item they bought broke after a week. I apologized, offered a refund or replacement, and asked if they’d be willing to share what happened so we could look into it. They sent photos, which helped us spot a batch issue. We fixed it, and they thanked us for taking it seriously.
Why it works:
Solves the customer’s issue
Goes a step further to improve future product quality
Shows long-term thinking
👉 This example turns one complaint into a win for the whole team.
How this question shows up in different job industries
Interviewers ask this question in many job industries, but what counts as a “difficult customer” depends on your job. Here’s how you might frame your answer depending on your field with real examples to guide you:
Retail Jobs or Food Service Jobs
Customers might be frustrated with long lines, wrong orders, or return policies. Talk about how you stayed calm, helped them feel heard, and found a solution even if you couldn’t give them exactly what they wanted.
Sample Answer:
A customer got frustrated when their coupon didn’t work. I explained that the offer had expired but offered a small discount as a one-time courtesy. I also showed them how to check upcoming promos. They calmed down and thanked me for helping without making it a big deal.
👉 This shows product knowledge, problem-solving, and calm customer handling.
Tech Jobs or IT Support Jobs
You may deal with clients who are confused, impatient, or upset about technical issues. Show how you explained things clearly, managed expectations, and followed through until the issue was resolved.
Sample Answer:
A client called in upset that a system glitch was slowing down their team. I listened, reassured them we’d fix it, and escalated the issue to the dev team. I updated them every few hours until it was resolved. They later said they appreciated the communication even more than the fix.
👉 This highlights ownership, transparency, and follow-through.
Healthcare Jobs
Patients or their families might be anxious, in pain, or scared. Explain how you stayed compassionate, explained next steps clearly, or worked with your team to address their concerns while keeping care standards high.
Sample Answer:
A family member was upset about delays in test results. I calmly explained the process and why accuracy takes time. I also checked with the lab for an update and called them back with a new estimate. They appreciated being kept in the loop and said they felt more at ease.
👉 This shows empathy, clear communication, and professionalism.
Hospitality Jobs or Tourism Jobs
Guests might be upset about room issues, travel delays, or scheduling problems. Describe how you took ownership of the issue and made their stay or experience better—even if the problem wasn’t your fault.
Sample Answer:
A guest was frustrated that their room didn’t have the view they expected. I apologized and checked availability. No similar rooms were open, so I offered a room upgrade for the next night plus free breakfast. They were happy with the gesture and extended their stay.
👉 This shows problem-solving and a focus on customer satisfaction.
Education Jobs
You could face students or parents who challenge your decisions, or who expect exceptions. Share how you stayed professional, explained your approach, and found a respectful way to move forward.
Sample Answer:
A student was upset about a low project grade. I invited them to meet and walked through the rubric together. I explained where points were lost and how they could improve next time. They still disagreed but thanked me for taking the time to explain it clearly.
👉 This shows patience, fairness, and strong communication skills.
🤖 SAVE HUNDREDS OF HOURS ON JOB HUNTING WITH RISE SMART APPLY!
Don’t wait until the interview to think of your story. Pick one or two examples ahead of time. Practice telling them out loud. Make sure you hit all four parts: the problem, your action, the result, and what you learned.
