Abilities Question:
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Tell about a time when you built rapport quickly with someone under difficult conditions?

Answer:

While managing a high-end mall jewelry store in which the clientele are usually quite well-mannered and soft-spoken, I returned from a lunch break to find one of our newer sales associates struggling with an irate and somewhat irrational customer. Voices were escalating, with the customer spewing negative comments that could be heard from within the mall. While maintaining good relationships with our customers is a hallmark of our company, this particular situation was not ordinary by any means. I could tell the sales associate was in over his head with this encounter, so I quickly walked into the conversation - argument - and proceeded to ask the customer several key questions so that I could both calm her down while also discovering more about her situation so that I could then defuse the confrontation and restore order in the store. In the process of talking with her, I found we had a common love of dogs and were able to talk about our dogs - sharing some funny stories - before getting back to her specific problem with the store. In the end, it turns out the company that handles our credit card had been double-billing her account, and I was able to make a phone call and solve her problem.

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