HSBC Bank Mock Interview
Practice 35 HSBC Bank interview questions covering global banking, regulatory scenarios, and client relationship management.
Question 21 of 35
How would you deal with an irate customer?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
In the banking industry, strong communication skills, including diplomacy, mediation, empathy, and active listening, are highly desirable traits. Read up on HSBC's approach to customer service and code of conduct and ethics. Explore how your approach aligns with theirs when answering this question. "We take responsibility. What we do has a real impact on people's lives. We take this responsibility seriously. We set ourselves high standards and are each accountable for our actions. We always use good judgement. We build for tomorrow, today. We succeed only by taking the long view, by focusing on the sustainable interests of our customers."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"I had a customer complain about waiting in line for so long on a busy Monday morning. She was so upset because 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, assuring her I would move as quickly as possible to complete her transaction. Listening and empathizing helped her to calm down and ease the tension."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"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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