Describe a time you had to handle complaints from a client. What happened and how did you manage to remain calm?

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Example of good response: When I was working as a customer service representative, I had to handle a particularly difficult complaint from a client. The client had placed an order that was wrong and was very angry. I was able to remain calm by listening to the client's complaint and validating the frustration. I then offered a solution to the problem, which was to offer a refund and to place the order again with the correct item. The client was satisfied with this solution, and I was able to remain calm throughout the process.
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