How to Answer: Talk about a time you had to communicate with an unhappy colleague or customer. What were the keys to improving the situation for all involved?
Advice and answer examples written specifically for a TD Bank job interview.
8. Talk about a time you had to communicate with an unhappy colleague or customer. What were the keys to improving the situation for all involved?
What You Need to Know
One of TD Bank's shared commitments is, "Think like a customer; provide legendary experiences and trusted advice." Your ability to handle conflict will be an essential part of this commitment. Tellers are often the first line of defense for customers that call or come into the branch, and you will be relied upon to diffuse any situation that could get out of hand with customers. In your answer, focus on the communication skills that are vital to your success in these situations. Empathizing with the customer and actively listening are crucial to think like a customer. Describe the steps you took to ensure that the unhappy customer or colleague left the situation in a better place.
Written by Kevin Downey on February 28th, 2023
Experienced Example
"A few weeks ago, a customer stormed through our front door an hour before closing and approached me with a very mad look on her face. She slammed a bag on the counter and demanded a refund for a shirt she had purchased last week because she claimed it had a tear in the armpit. Before I could respond, she began berating our store for selling inferior products and demanded to see a manager immediately. As calmly as I could, I told the lady I would be happy to take care of a return for her and put her in contact with a manager. I told her I'd need to take her number as our manager was not in the store that evening. While she still left upset after receiving a refund, I followed up with my manager the next morning to ensure he followed up with her. He told me she had calmed down and thanked me for my service. I know my ability to stay calm despite her aggression made the situation better."
Written by Ryan Brunner on October 9th, 2020
Answer Example
"Last year, I showed up to work to find my close colleague in a rage at his work area. He was slamming desk drawers and using inappropriate language. Knowing that this wasn't typical behavior from him, I immediately walked over to see what was wrong. He began by telling me that he had received a customer complaint the day before and was now being reprimanded by our manager. He started talking badly about our manager, and I immediately cut him off. I tried to replay the conversation for him and asked him what led to the customer complaint. I took a very empathetic approach to learn why he felt the way he did and quickly learned that he was in the wrong. I advised him to take a quick walk, calm down, and then talk to our boss. Later that day, he thanked me for my advice."
Written by Kevin Downey on February 28th, 2023