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Capital One Bank Mock Interview

Question 11 of 27 for our Capital One Bank Mock Interview

Capital One Bank was updated by on October 30th, 2020. Learn more here.

Question 11 of 27

How would you deal with an irate customer?

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.

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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."

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "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.