Capital One Bank Mock Interview
Practice 27 Capital One Bank interview questions covering analytics, credit products, and banking technology.
Question 18 of 27
How would you deal with an irate customer?
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Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
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.
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
"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."
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If I was facing an irate client, I would hear them out to de-escalate the situation. I would calmly speak to the client and see what is possible to assist them, or if I was unable to assist them. If the situation continued to escalate I would let a supervisor know or call security.
Amanda's Feedback
With this question, the interviewer is trying to determine how well you can handle dealing with difficult people or stressful situations. Doing your best to de-escalate the situation is a good place to start. You can also talk about the tools or strategies you would use to resolve the issue such as employing empathy to see the situation from the customer's perspective, asking probing questions to fully comprehend the issue, remaining calm throughout the interaction, and asking for assistance from others able to help. If the issue cannot be resolved immediately, you can also talk about how you'd explain the steps you'll take to resolve the issue and when the customer can expect it to be resolved.
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