Question: Give me an example of a time when you did not meet a client’s expectation. What happened, and how did you attempt to rectify the situation?

Alternative Question Phrasing:

Follow-up questions:

What did you learn from that experience?

Question Details:

Question Type:

Behavioral

Skills:

Basic – Critical Thinking,Basic – Monitoring (Making observations of self and environment),Basic – Science and Logic,Social – Coordination (Adjusting one’s own actions in relation to others)

Abilities:

Cognitive – Category Flexibility (Mental Flexibility)

Other Factors:

Direct Job Experience,Personality-Job Fit,Self-Awareness

Work Activity (Task):

Information Input – Identifying Objects, Actions, and Events,Interacting with Others – Resolving Conflicts and Negotiating with Others (Conflict Management),Mental Processes – Judging the Value of Things, Services, or People,Mental Processes – Making Decisions and Solving Problems

Work Context (Person-Job/Team/Org Fit):

Interpersonal Relationships – Deal With External Customers

Work Style (Person-Job Fit):

Achievement/Effort (Action/Result Orientation),Analytical Thinking,Patience

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s critical thinking.

Red Flags to Watch For:

Answers that reveal poor critical thinking.

Sample Answer:

Once I made a presentation to a client but it turned out they were not happy with what I discussed. I was able to rectify the situation by asking for another meeting to present a better offer. We ended up sealing the deal.

Question Source: Unknown