How would you deal with an irate customer?

How to Answer
1st Answer Example
2nd Answer Example

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. Hong Leong Bank Bhd wants to hear about a situation where you used your customer service skills to handle an angry customer.

"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."

"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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How to Answer: How would you deal with an irate customer?

Advice and answer examples written specifically for a Hong Leong Bank Bhd job interview.

2. 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. Hong Leong Bank Bhd 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."

Next Question