Servus Credit Union Mock Interview
Practice 30 Servus Credit Union interview questions covering member service, credit union values, and Alberta's financial landscape.
Question 13 of 30
Customers can become upset with Servus Credit Union Limited policy at times. How would you handle a customer who is angry because they do not agree with a policy?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Part of working in a highly customer-service driven environment is also serving members when they are not happy. The most common complaints in the banking industry surround speed, policy, or unwanted fees. Talk to the interviewer about your approach when it comes to an unhappy customer.
Some critical steps to customer dispute resolution include:
- Remaining kind, polite, and pleasant
- Actively listen to their grievances
- Apologizing for the situation
- Maintaining a neutral tone of voice
- Not taking anything they say, personally
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I have a lot of customer dispute training which has given me some thick skin when it comes to challenging situations. I know that bank policy can seem convoluted at times, difficult to understand, or even frustrating, so I do have empathy for customers who are upset over policy. I take the time to review policy in easy-to-understand language. It's also important that I unpack what their needs are and what is truly concerning the customer. Usually, I can find a solution or at least a work-around that satisfies the customer."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"If I cannot seem to calm a customer down, due to a policy, I will straight out ask them what I can do, aside from change policy, to make them happy. Often it isn't the policy itself but that the customer feels stuck in some way. When the customer is aware that I am willing to rectify the situation, they are much more likely to level with me."
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