Customers can become upset with BECU policy at times. How would you handle a customer who is angry because they do not agree with a policy?
Part of working in a highly customer-service driven environment is also serving members when they are not happy. The most common complaints in the banking industry surround speed, policy, or unwanted fees. Talk to the interviewer about your approach when it comes to an unhappy customer.
Some critical steps to customer dispute resolution include:
- Remaining kind, polite, and pleasant
- Actively listen to their grievances
- Apologizing for the situation
- Maintaining a neutral tone of voice
- Not taking anything they say, personally
"I have a lot of customer dispute training which has given me some thick skin when it comes to challenging situations. I know that bank policy can seem convoluted at times, difficult to understand, or even frustrating, so I do have empathy for customers who are upset over policy. I take the time to review policy in easy-to-understand language. It's also important that I unpack what their needs are and what is truly concerning the customer. Usually, I can find a solution or at least a work-around that satisfies the customer."
"If I cannot seem to calm a customer down, due to a policy, I will straight out ask them what I can do, aside from change policy, to make them happy. Often it isn't the policy itself but that the customer feels stuck in some way. When the customer is aware that I am willing to rectify the situation, they are much more likely to level with me."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I try to put myself in their place to better understand where they're coming from. In doing so, I'm able to relate on a genuine level while letting them know I will help in any way possible. This method has worked for me. They calm down, start opening up, and conversing in a friendly tone. They might tell me the actual problem has nothing to do with the company I'm working for, that it's something else altogether. They're just having a lousy day and needed to vent.
Stephanie's Feedback
You have clearly developed excellent customer service skills and have a deep understanding of other people's needs and feelings. In order to make your response even stronger, I suggest adding an extra sentence that shows the impact of your actions, When you're able to connect with customers and actively listen to them, what is the outcome?
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