Tell me about a time when you had to resolve a conflict with a client
Theme: Conflict Resolution, Client Relationships Role: Account Manager Function: Sales
Interview Question for Account Manager: See sample answers, motivations & red flags for this common interview question. About Account Manager: Maintains and expands relationships with existing clients. This role falls within the Sales function of a firm. See other interview questions & further information for this role here
Sample Answer
Example response for question delving into Conflict Resolution, Client Relationships with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence
- Conflict with a client: Provide a brief overview of the conflict and the client involved
- Understanding the issue: Explain how you actively listened to the client's concerns and gathered all relevant information
- Identifying a solution: Describe how you analyzed the situation and identified potential solutions
- Collaboration & communication: Explain how you collaborated with the client to find a mutually beneficial solution and communicated effectively throughout the process
- Implementing the solution: Detail the steps you took to implement the agreed-upon solution
- Resolving the conflict: Describe how the conflict was successfully resolved and the positive outcome achieved
- Learning & growth: Highlight the lessons learned from the experience and how it helped you improve your conflict resolution skills
Underlying Motivations
What the Interviewer is trying to find out about you and your experiences through this question
- Conflict resolution skills: Assessing my ability to handle difficult situations and find solutions
- Client relationship management: Evaluating my approach to maintaining positive relationships with clients
- Communication skills: Testing my ability to effectively communicate and negotiate with clients
- Problem-solving skills: Determining my capacity to identify and address client issues
Potential Minefields
How to avoid some common minefields when answering this question in order to not raise any red flags
- Blaming the client: Avoid blaming the client for the conflict. Instead, focus on finding a solution and maintaining a positive relationship
- Lack of ownership: Avoid deflecting responsibility or not taking ownership of the conflict. Show that you are proactive in resolving issues
- Poor communication: Avoid mentioning any breakdown in communication with the client. Emphasize the importance of effective communication and how you resolved the conflict through clear and open dialogue
- Inflexibility: Avoid showing inflexibility or an unwillingness to adapt. Highlight your ability to be flexible and find mutually beneficial solutions
- Lack of problem-solving skills: Avoid not providing a clear resolution or demonstrating problem-solving skills. Show how you identified the root cause, brainstormed solutions, and implemented an effective resolution