How to Answer: How would you respond to a customer complaint?
Advice and answer examples written specifically for a Bank of America job interview.
8. How would you respond to a customer complaint?
How to Answer
The interviewer is curious whether you would handle a customer complaint with the level of professionalism they expect from their employees. As their website states, "It's a powerful moment that we have with clients to really make a difference, and we have to honor that responsibility. That's the reason why that self-reflection and development is important." Describe how developed your customer service skills are, as well as your conflict resolution and mediation skills when handling customer complaints. Give an example of where you put your skills into practice and helped resolve a customer's issue.
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"A frustrated customer called me about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then made a suggestion once I had a better idea of what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for Bank of America."
Written by Kevin Downey on February 6th, 2023
2nd Answer Example
"Each customer complaint is unique; however, I have been trained to handle them with the same method: listen, be empathetic, use phrases such as, 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."
Written by Kevin Downey on February 6th, 2023