Demonstrate your ability to remain calm and professional, emphasizing active listening, empathy, and finding solutions to their concerns while representing the company's interests.
Sample answer: "When dealing with a difficult client or customer, I believe in maintaining a calm and professional approach. I actively listen to their concerns, empathize with their perspective, and strive to understand the underlying issues. I aim to find common ground and offer potential solutions to address their needs. If necessary, I will involve relevant stakeholders to find the best resolution. Throughout the process, I prioritize clear and transparent communication, managing expectations, and providing timely updates to ensure a positive customer experience."