Tell us about a time you had to resolve a difficult situation with a customer.

What You Need to Know
Experienced Example

Your interviewer is curious whether you would deliver the "legendary customer service" TD Bank prides itself on, even when in the most challenging situations in a public-facing role. "Every employee and Director of TD, in every location, every job, at every level, and at all times, is responsible for safeguarding the reputation of TD." So think of a time when you delivered exceptional customer service that aligns with their values and company culture.

"I had an upset customer claiming we had closed their savings account and stolen their money. There was also a language barrier, and they grew more upset when I asked them to repeat themselves. I asked for their account number, and they gave it to me, and I had to explain that this was not an accurate account number. I asked them when they accessed this account last, and they explained it was years ago. I asked them if they had a deposit slip with the routing number on it, so we could determine which branch they were at. I told them if I knew what branch it was, I could access their signature card. They gave me their account passport, and I identified the problem. Their account was at a competing bank. They did have a checking account with us once but closed it and moved those funds to the savings account at the competing bank. I never once lost composure and maintained my patience the entire time. I protected our bank's reputation while delivering a strong customer service experience, despite the situation."

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How to Answer: Tell us about a time you had to resolve a difficult situation with a customer.

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

13. Tell us about a time you had to resolve a difficult situation with a customer.

What You Need to Know

Your interviewer is curious whether you would deliver the "legendary customer service" TD Bank prides itself on, even when in the most challenging situations in a public-facing role. "Every employee and Director of TD, in every location, every job, at every level, and at all times, is responsible for safeguarding the reputation of TD." So think of a time when you delivered exceptional customer service that aligns with their values and company culture.

Written by Kevin Downey on February 28th, 2023

Experienced Example

"I had an upset customer claiming we had closed their savings account and stolen their money. There was also a language barrier, and they grew more upset when I asked them to repeat themselves. I asked for their account number, and they gave it to me, and I had to explain that this was not an accurate account number. I asked them when they accessed this account last, and they explained it was years ago. I asked them if they had a deposit slip with the routing number on it, so we could determine which branch they were at. I told them if I knew what branch it was, I could access their signature card. They gave me their account passport, and I identified the problem. Their account was at a competing bank. They did have a checking account with us once but closed it and moved those funds to the savings account at the competing bank. I never once lost composure and maintained my patience the entire time. I protected our bank's reputation while delivering a strong customer service experience, despite the situation."

Written by Kevin Downey on February 28th, 2023

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