TSB Bank Mock Interview
Practice 35 TSB Bank interview questions covering retail banking, customer service, and financial conduct standards.
Question 17 of 35
How would you respond to a customer complaint?
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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.
The interviewer would like to know that you are professional and more than equipped to deliver the top-tier customer experience they pride themselves on delivering. Give an example of a time you helped resolve a customer's issue and describe the techniques you employed. This question boils down to emotional maturity, observing the complaint situationally and non-defensively, exhibiting above-average communication skills, active listening, and empathy.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"A customer called me very frustrated about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then made some suggestions once I had a better idea of what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I plan to continue to provide consistent customer service when I work for TSB Bank."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"Each customer complaint is unique; however, I was trained to handle them with the same method. I listen, show empathy, use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."
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