Clients can display an array of emotions within the financial services industry. How would you handle a situation in which a client was very angry?

"As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview. My key to working through these situations was to remain calm and not take things personally. As in the financial world, the insurance business is a life-altering experience, and a loss or damage to an item is very stressful. I tried to put myself in the customer's shoes, see things from their perspective, and do my best to ease their situation. In this role with Standard Bank, these same skills would be vital for me when finding solutions or the right person for the client to consult if needed."

"First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, we had an irate customer come onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which was apparent that he needed. First, I let him release his anger, and it was not a pretty sight. Then I calmly repeated back what he had said and then explained what our policy allowed me to do at that time. Looking back, my sincere approach and calm demeanor helped calm him down, and later that day, my manager had a formal complaint sent to the manufacturer, and we were assured that they'd be in contact with the customer."