How to Answer: How would you deal with an irate customer?
Advice and answer examples written specifically for a Capital One Bank job interview.
11. How would you deal with an irate customer?
How to Answer
In the banking industry, keeping customers calm is a much-needed skill. This is where your relaxed demeanor and ability to empathize will come in handy. Capital One Bank wants to hear about a situation where you used your customer service skills to handle an angry customer.
1st Answer Example
"I had a customer complain about having to wait in line for so long on a busy Monday morning. She was so upset because now she was late for work and the rest of her schedule for the day was thrown off. I listened and let her know I understood where she was coming from, ensuring her I would move as quickly as I could to complete her transaction. Listening and empathizing helped her to calm down and ease the tension."
2nd Answer Example
"If I were faced with an irate customer I would spend my time listening to their concerns. Usually, people just want to be heard. If things escalated to the point where the customer became threatening, I would call in a supervisor or security."
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