How would you deal with an irate customer?

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.