If I Were Asked In An Interview How I Would Handle A Difficult Customer In A Call Centre Or A Client Complaining About Bad Service, What Should I Say?

You should say that you would remain calm. (that's one of the keys, you are a cool, calm person, who gets excited about the good things in life, but can remain calm under pressure).

You can say that you don't consider any customers difficult, it's just that they have different needs or perspectives and perhaps different ways to express themselves, some use anger because they feel it would get the job done. If they have received bad service, they will feel entitled to be heard out!

And this is the second key, if they have indeed received bad service, you would say I'm sorry that you feel that you've had bad service (this means it's all about their feelings, you're not accepting culpability on behalf of the company). And proceed to see if you can set things straight, if you can offer a small token that often helps, but only if you feel the need.

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I would be sure to stay calm, talk in a soft voice ( the angry person would need to calm down in order to hear you ) and explain you would/are going to help him with the problem. For instance, if you are a bank teller, a person gets or already is angry because his balance is different from what he has, do what you can and let him know you are trying to help. If you cannot find the answer, ASK him to have a seat to speak to someone or would he like to speak to your supervisor (or whoever is in charge). ASK, never say YOU HAVE TO! Try and stay calm, when he/she leaves, take a break and go sit in your car and SCREAM! Seriously, being calm and speaking softly does work, it works with children too.

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