How to answer “Can you say ‘No’ to a client with unreasonable requests?” OR “How do you feel about saying ‘no’ to a client with unreasonable requests?” in a job interview. Take a look at my example answers for both candidates with experience and little to no working experience.
Dealing with rigid or unreasonable clients is a common practice for those working in customer service. The reason why interviewers ask this question is to find out how you handle difficult situations and where you draw the line. The example shows how to address the situation and formulate a suitable answer:
√ Do provide an example that shows clear and honest communication. When you describe a real-life situation where you said ‘no’ to a client’s request, you also want to emphasize that you are the type of person that seeks for possibilities to what you actually can do.
√ Do show your de-escalation techniques such as being empathetic and non-judgmental, ignoring challenging questions and keeping a neutral tone and body language.
X Don’t show signs of annoyance, edginess, irritation or other behavior that’s fueled by emotions. You need to focus on reasoning and logic in your example answer.