How to Answer: How would you respond to a customer complaint?
Advice and answer examples written specifically for a Canadian Western Bank job interview.
2. How would you respond to a customer complaint?
How to Answer
The interviewer would like to be assured that you can professionally handle customer complaints. Give an example of a time you helped resolve a customer's issue.
1st Answer Example
"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 Canadian Western Bank."
2nd Answer Example
"Each customer complaint is unique; however, I have been trained to handle them all with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."