TSB Bank Mock Interview
Practice 35 TSB Bank interview questions covering retail banking, customer service, and financial conduct standards.
Question 5 of 35
How would you deal with an irate customer?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
In the banking industry, keeping customers calm is a much-needed, highly desired skill. The interviewer asks this question to assess your communication and mediation skills while gauging your emotional intelligence. They want to know if you remain objective and have the skills necessary to deescalate or take the customer's frustration personally, go on the counteroffensive, and contribute to an already volatile situation, escalating the customer to a supervisor.
When answering this question, exhibit a relaxed demeanor, an ability to empathize while effectively communicating, and active listening. TSB Bank wants to hear about a situation where you used your customer service skills to handle an angry customer, turned the situation around, and delivered a positive experience while retaining the customer's brand loyalty.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"I had a customer complain about waiting in line for so long on a busy Monday morning. She was so upset because she was late for work, and the rest of her schedule for the day was thrown off. I listened and let her know I understood where she was coming from, ensuring her I would move as quickly as I could to complete her transaction. Listening and empathizing helped her to calm down and ease the tension."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"If I faced an irate customer, I would spend my time listening to their concerns. Usually, people want to be heard. If things escalated to the point where the customer became threatening, I would call in a supervisor or security."
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