If you were having an interaction with a client here at Standard Bank, and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

How to Answer
1st Answer Example
2nd Answer Example

In a client-facing role with Standard Bank, you may be asked complex or esoteric questions that you don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer the plan you have in place to get that question answered. Make sure you deliver a timeline on when it can be answered. Humility and a solutions-oriented approach are key here; be clear that you will not attempt to answer a question that you are not qualified to answer, and ensure that you will do everything in your power to find out an answer. Maintaining trust and confidence with clients is critical.

"In my current role in customer service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance, and service staff have to give the final stamp of approval on. In these situations, I have a great amount of knowledge to prepare the customer to speak with the right person while also ensuring that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."

"In a situation where I didn't know an answer, I would reassure the client that we have the right staff in place to help them quickly and efficiently. I would communicate to the customer what the next step is, whether that is putting them directly in contact with the right person or taking their contact information so that someone can get back to them."

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How to Answer: If you were having an interaction with a client here at Standard Bank, and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

Advice and answer examples written specifically for a Standard Bank job interview.

17. If you were having an interaction with a client here at Standard Bank, and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

How to Answer

In a client-facing role with Standard Bank, you may be asked complex or esoteric questions that you don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer the plan you have in place to get that question answered. Make sure you deliver a timeline on when it can be answered. Humility and a solutions-oriented approach are key here; be clear that you will not attempt to answer a question that you are not qualified to answer, and ensure that you will do everything in your power to find out an answer. Maintaining trust and confidence with clients is critical.

1st Answer Example

"In my current role in customer service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance, and service staff have to give the final stamp of approval on. In these situations, I have a great amount of knowledge to prepare the customer to speak with the right person while also ensuring that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."

2nd Answer Example

"In a situation where I didn't know an answer, I would reassure the client that we have the right staff in place to help them quickly and efficiently. I would communicate to the customer what the next step is, whether that is putting them directly in contact with the right person or taking their contact information so that someone can get back to them."

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