Bank of New Zealand Mock Interview
Practice 30 Bank of New Zealand interview questions covering customer service, banking products, and BNZ's values.
Question 17 of 30
How would you respond to a customer complaint?
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Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
With over 1.2 million customers, it's inevitable that a Bank of New Zealand customer will be unhappy at some point. The interviewer wants to learn more about how you would handle a challenging situation and how you react under pressure. In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, and your ability to resolve conflicts.
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.
"A customer called me very frustrated 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 suggested once I had a better idea of what might solve it. The customer was very 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 New Zealand."
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"As a manager, customer complaints that the team can't resolve often get escalated to me. Typically, the customer is very upset and frustrated at this point. I always come with a positive attitude and tone, and I never let their emotions change my behavior. I listen to their concerns and assure them that I will do whatever it takes to help find a resolution. I make sure I thank them for being a customer and work closely with the customer to identify the root cause of their complaint and ensure that the problem doesn't occur again."
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Jaymie
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Anonymous Answer
A stakeholder made a complaint that the data was wrong. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The stakeholder was very relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent service in the same way when I work for BNZ.
Rachelle's Feedback
You responded very well! By listening and taking action, you show the interviewer that you can handle customer issues with excellence.
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