How to Answer: How would you respond to a customer complaint?
Advice and answer examples written specifically for a PNC Bank job interview.
14. How would you respond to a customer complaint?
What You Need to Know
The interviewer aims to evaluate your customer service skills and ensure you can professionally handle delicate customer-centric issues. This question also aims to evaluate your EQ (emotional intelligence) and communication skills. Provide your philosophy and approach to customer service, and offer an example of a time you helped resolve a customer's issue with excellence.
Written by Kevin Downey on July 16th, 2022
1st Answer Example
"A customer called me very frustrated about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then made a few suggestions once I knew what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for PNC Bank."
Written by Rachelle Enns
2nd Answer Example
"Each customer complaint is unique; however, I have been trained to handle each customer with the same method - listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."
Written by Rachelle Enns
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