Interviewer: Tell about the last time a co-worker or customer got angry with you and how you dealt with it.
Karen: Six months ago, while I was working as the manager of an Italian restaurant, one customer got very angry. The waiter got the customer's order wrong and then the waiter accidentally spilled water on the customer. The customer started to raise his voice, so I had to intervene and deal with the situation.
Interviewer: So, how did you handle the situation?
Karen: I listened as the customer explained the situation, and then I tried to calm him down by promising him the best service from then on, and by giving him some free service. If I remember correctly, I think I gave him a 25% discount.
Interviewer: Do you think that was the best way to handle the situation?
Karen: Yes, I do. To be honest, I thought the customer was rude. The waiter made an honest mistake and there was no reason to get so angry. But it is better to calm the customer down than to argue and make the situation worse. You know what they say, the customer is always right.
Interviewer: That sounds like a really tough job.