TSB Bank Sonru Mock Interview
Practice 30 TSB Bank Sonru interview questions covering banking scenarios, customer service, and video interview techniques.
Question 6 of 30
How would you handle a customer considering closing out their account?
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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 field of customer service can often present itself as a high-pressure environment. Some situations are more challenging than others and can put your communication skills to the test. TSB focuses on providing 'confidence' to its clients. This could also mean instilling confidence in their products and services. Their purpose statement is centred around this principle. So think about how you would navigate this situation and reinstate your client's confidence in TSB.
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.
"Our Purpose: At TSB, we exist to help our customers make the most of their money so that they can feel money confident every day. When they feel more confident with their money, they can get more out of life. And put simply, that is what it's all about. We want to make banking better for everybody. Every penny a customer deposits with us is used only to support loans and mortgage to other TSB customers. We pride ourselves on being easy to deal with."
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.
"I would ask questions and try to determine if there was cause for concern. If there were unavoidable circumstances and they had to close out their account or had succeeded in the goals that the account served, I would try to find new avenues to help them move forward. However, if for some reason they'd lost confidence in what we had to offer, or if another bank over-promised and suggested they could do better, that would require a deeper and more corrective conversation. But all begins with opening a dialogue and proceeding with open and transparent communication."
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