How to Answer: How would you handle communication with a customer who is visibly upset?
Advice and answer examples written specifically for a Bank of America job interview.
13. How would you handle communication with a customer who is visibly upset?
How to Answer
As a teller with Bank of America, you'll occasionally face an upset or angry customer. There are many techniques one can employ to de-escalate an upset customer and turn a negative customer service experience into a positive one through solid and effective verbal communication. But, Bank of America puts it simply: "We are fair and honest in our communications." Talk about your ability to remain calm, cool, and collected, and describe your empathetic approach to all customers. If you have an example of a similar situation, don't hesitate to describe that situation and explain how you handled it.
Written by Kevin Downey on February 6th, 2023
Experienced Example
"Having worked in customer-facing roles my entire career, I have handled many angry customers and feel I have a great method to communicate with them. I start by hearing them out and letting them vent. Then I calmly repeat their key points and brainstorm solutions for them. My calm demeanor during these situations usually calms angry customers rather quickly. After understanding the customer's needs, I take all steps necessary to solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team-based approach."
Written by Ryan Brunner on October 8th, 2020
Answer Example
"When this happens in my current role, I put my other duties on hold and give my full attention to that customer. Last week, I was the only person on staff handling a busy lobby when an upset customer came in with a vehicle they had just purchased. I immediately put the phones on hold to take the time to listen to their concerns. After hearing the causes of their frustration, I asked them to wait in our lobby while I talked to our Sales Manager. He made time for the customer immediately. In these instances, the most important thing to do is provide swift action to alleviate any further issues."
Written by Kevin Downey on February 6th, 2023