How to Answer: How would you deal with an irate customer?
Advice and answer examples written specifically for a PNC Bank job interview.
16. How would you deal with an irate customer?
What You Need to Know
Finances often create stress for people. Therefore, when engaging with customers in the banking industry, keeping customers calm is a required skill. This is where your confidence, relaxed demeanor, and ability to empathize will come into play. PNC Bank wants to hear about a situation where you used your customer service skills to handle an angry customer tactfully, resulting in a much calmer and amicable situation than it began. Share how you address such emotions fueling a customer's concern and what techniques you employ to deescalate.
Written by Kevin Downey on July 16th, 2022
1st Answer Example
"I had a customer complain about waiting in line for so long on a busy Monday morning. She was so upset because now she was late for work, and 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."
Written by Rachelle Enns
2nd Answer Example
"If I faced 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."
Written by Rachelle Enns
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