Tell us about a time when you successfully resolved a client issue.

Sample answer to the question

One time, I had a client who was experiencing technical difficulties with our product. They were unable to access certain features and it was hampering their productivity. I took ownership of the issue and immediately reached out to our technical support team to investigate the problem. While they were working on a solution, I maintained regular communication with the client to keep them updated on the progress. Once the issue was resolved, I personally tested it to ensure everything was functioning correctly. I then provided a thorough explanation to the client, highlighting the steps taken to resolve the issue and the preventive measures put in place. The client was appreciative of my prompt response and dedication to finding a solution, and their satisfaction with our company remained intact.

A more solid answer

I encountered a challenging situation when a client's campaign was not performing as expected. They were concerned about low engagement and were considering discontinuing our services. To address this issue, I first conducted a thorough analysis of their target audience, competitor campaigns, and industry trends. Based on the insights gathered, I recommended several adjustments to their campaign strategy, including refining their targeting parameters, optimizing ad placements, and improving the ad creatives. I presented these recommendations to the client in a clear and concise manner, emphasizing how these changes would positively impact their campaign performance. They appreciated the data-driven approach and agreed to implement the suggested changes. After the optimizations, the client saw a significant increase in engagement and a higher return on investment. They expressed their gratitude for resolving the issue effectively and continuing to deliver value to their business.

Why this is a more solid answer:

The solid answer provides more specific details about the issue the candidate faced, the steps they took to analyze and resolve it, and the positive outcome achieved. It also emphasizes the data-driven approach and the candidate's impact on the client's business.

An exceptional answer

During my time working as an Account Strategist, I had a client who was experiencing a decline in website traffic and conversion rates. Knowing how crucial these metrics were for their business, I immediately scheduled a meeting with the client to gain a deeper understanding of their goals and challenges. After conducting an in-depth analysis of their website, I identified certain user experience issues, such as slow loading times and a complex checkout process, that were contributing to the decrease in conversions. I collaborated with our web development team to optimize the website's performance and streamline the checkout process. Additionally, I recommended implementing personalized email marketing campaigns and targeted social media advertisements to attract more relevant traffic. As a result of these efforts, the client's website traffic increased by 20% and their conversion rates improved by 15%. They were extremely satisfied with the results and mentioned that our partnership played a significant role in their overall business growth.

Why this is an exceptional answer:

The exceptional answer provides a detailed story of how the candidate proactively identified and addressed the client's issues, going beyond their initial expectations. It highlights the candidate's ability to analyze and optimize website performance, as well as their strategic recommendations for email marketing and social media advertising. The positive impact on the client's business growth showcases the candidate's expertise and effectiveness as an Account Strategist.

How to prepare for this question

Familiarize yourself with common client issues in the digital marketing and advertising industry, such as low engagement, declining performance, or technical difficulties.
Highlight your problem-solving skills and ability to think analytically by mentioning relevant experiences where you successfully resolved client issues.
Emphasize the importance of effective communication and maintaining regular updates with clients throughout the resolution process.
Be prepared to provide specific examples and metrics to demonstrate the impact of your resolution on the client's business success.
Demonstrate your ability to collaborate with cross-functional teams by mentioning instances where you worked with other departments or teams to resolve client issues.

What interviewers are evaluating

Client relationship management
Effective communication
Problem-solving