What would you do if a customer came into the bank, and you were having issues communicating due to a language barrier?

How to Answer
1st Answer Example
2nd Answer Example

This question allows the interviewer to gain insight into your communication and problem-solving skills. Bank of New Zealand serves a diverse population of customers, so if you are not bilingual, you will need to demonstrate you have the skills to still provide customer service to the customer. Walk the interviewer through how you would handle this situation, being as specific as possible.

"If I joined the team, I would talk to my coworkers to learn who speaks other languages, that way, I could know ahead of time who may be appropriate to assist in this situation. If a customer came in whom I was struggling to communicate with, I would first greet them with a warm smile and be patient as I focused to try and understand them. If there were no way we could communicate verbally, I would consider pointing to things or drawing/writing to see if that would help. If that failed and none of my coworkers were nearby, I would see if I could download a translation app to assist."

"I know that Maori and English are primary languages in the area, so I have actually used an app on my phone to learn basic phrases and questions to help me prepare for this situation. If a customer came to my window and I was having trouble communicating, I would smile and reassure the customer with positive body language, showing them, I want to serve them and that we will find a way. I would try to phrase my questions in a basic manner and would speak slowly to give them time to process what I was saying. I would use props or drawings where possible, for example, if I needed their ID, I might show them my badge or my own ID to see if that would help them understand what I was asking. I would ask a coworker to assist as well, so that perhaps between the two of us, we would be able to provide the customer with the service they need."

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How to Answer: What would you do if a customer came into the bank, and you were having issues communicating due to a language barrier?

Advice and answer examples written specifically for a Bank of New Zealand job interview.

20. What would you do if a customer came into the bank, and you were having issues communicating due to a language barrier?

How to Answer

This question allows the interviewer to gain insight into your communication and problem-solving skills. Bank of New Zealand serves a diverse population of customers, so if you are not bilingual, you will need to demonstrate you have the skills to still provide customer service to the customer. Walk the interviewer through how you would handle this situation, being as specific as possible.

Written by Jaymie Payne on May 28th, 2023

1st Answer Example

"If I joined the team, I would talk to my coworkers to learn who speaks other languages, that way, I could know ahead of time who may be appropriate to assist in this situation. If a customer came in whom I was struggling to communicate with, I would first greet them with a warm smile and be patient as I focused to try and understand them. If there were no way we could communicate verbally, I would consider pointing to things or drawing/writing to see if that would help. If that failed and none of my coworkers were nearby, I would see if I could download a translation app to assist."

Written by Jaymie Payne on May 28th, 2023

2nd Answer Example

"I know that Maori and English are primary languages in the area, so I have actually used an app on my phone to learn basic phrases and questions to help me prepare for this situation. If a customer came to my window and I was having trouble communicating, I would smile and reassure the customer with positive body language, showing them, I want to serve them and that we will find a way. I would try to phrase my questions in a basic manner and would speak slowly to give them time to process what I was saying. I would use props or drawings where possible, for example, if I needed their ID, I might show them my badge or my own ID to see if that would help them understand what I was asking. I would ask a coworker to assist as well, so that perhaps between the two of us, we would be able to provide the customer with the service they need."

Written by Jaymie Payne on May 28th, 2023

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