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Dashen Bank S.C. Mock Interview

Question 22 of 27 for our Dashen Bank S.C. Mock Interview

Dashen Bank S.C. was updated by on December 9th, 2020. Learn more here.

Question 22 of 27

The clients of a financial firm like Dashen Bank S.C. can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.

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How to Answer: The clients of a financial firm like Dashen Bank S.C. can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

Advice and answer examples written specifically for a Dashen Bank S.C. job interview.

  • 22. The clients of a financial firm like Dashen Bank S.C. can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

      How to Answer

      Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.

      Written by Ryan Brunner on December 9th, 2020

      1st Answer Example

      "As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with Dashen Bank S.C., these same skills would be vital for me to find solutions or the right person to talk to if needed."

      Written by Ryan Brunner on December 9th, 2020

      2nd Answer Example

      "First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, we had a very angry customer come onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which was apparent that he needed. First, I let him release his anger and it was not a pretty sight. Then I calmly repeated back what he had said and then explained what our policy allowed me to do at that time. Looking back, my sincere approach and calm demeanor helped calm him down and later that day, my manager had a formal complaint sent to the manufacturer and we were assured that they'd be in contact with the customer."