BB&T Bank Mock Interview
Practice 28 BB&T Bank interview questions covering relationship banking, credit analysis, and community values.
Question 5 of 28
How would you deal with an irate customer?
How to Answer
Example Answer
Example Answer 2
Community Answers
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
In the banking industry, keeping customers calm is a much-needed skill. This is where your relaxed demeanor and ability to empathize will come in handy. BB&T Bank wants to hear about a situation where you used your customer service skills to handle an angry customer.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I had a customer complain about having to wait in line for so long on a busy Monday morning. She was so upset because now she was late for work and the rest of her schedule for the day was thrown off. I listened and let her know I understood where she was coming from, ensuring her I would move as quickly as I could to complete her transaction. Listening and empathizing helped her to calm down and ease the tension."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"If I were faced with an irate customer I would spend my time listening to their concerns. Usually, people just want to be heard. If things escalated to the point where the customer became threatening, I would call in a supervisor or security."
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Anonymous Answer
I would give the customer time to voice their frustration and let them know I hear them and understand their frustration, apologize and offer assistance. I would be honest about the situation at hand and not try to lie, but be empathetic, show I care about what they are experiencing and that I am eager to help in the best way possible.
Amanda's Feedback
Helping a difficult customer can be challenging. You've shared the strategies you use in such a situation to bring calm and resolutions; however, the most effective way to answer this question is to talk about a specific time when you were able to help an irate customer. Share why he or she was upset, what you did to help, strategies you used to bring calm such as active listening, empathetic communication, or adaptability, and what the positive outcome was. Using an example illustrates that you don't have only theoretical ideas about how to help in a hard situation, but actual experience putting important skills and strategies to work for the benefit of customers.
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