TSB Bank Sonru Mock Interview
Practice 30 TSB Bank Sonru interview questions covering banking scenarios, customer service, and video interview techniques.
Question 17 of 30
Tell me about the last time you went above and beyond for a customer.
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Community Answers
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.
TSB aims to consistently meet their customers' high expectations. Before considering hiring anyone to represent their brand, they need to know that candidate will be able to meet the needs of their customers according to their values. "Performing only the functions expected of a retail bank is no longer enough to meet the needs of today's society. We must demonstrate how we're contributing even more to meet the expectations of our customers and the communities we serve." Think about a recent example of where you went above and beyond to meet the needs of a client. But more importantly, communicate how going above and beyond is your standard.
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.
Practice being in the emotional state you want to convey. You want your answer to resonate with authentic sincerity. The way to accomplish this is to be truthful in your answers. Your body language will communicate the emotional state of the moment you are recalling, which for the sake of your example, should be enthusiasm and taking pride in your customer service accomplishments.
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 had a customer who'd recently had a stroke, and their signature no longer matched what we had on file. It was clear they were in a predicament, but the policy put a stop to moving forward with their large withdrawal. I was about to go on my lunch break as this was unfolding; instead, I took a trip to the branch where they'd originally opened their account, pulled their signature card and their file, and returned to my branch, where the customer was patiently waiting. We were able to verify their identity, duplicate the signature card, and offer accommodations at our branch, which was now their preferred branch."
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