Truist Mock Interview
Practice 35 Truist interview questions covering banking operations, client relationships, and the Purpose-Driven culture.
Question 10 of 35
How would you deal with an irate customer?
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Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
In the banking industry, keeping customers calm is a much-needed skill. This is where your relaxed demeanor and ability to empathize will come in handy. Truist wants to hear about a situation in which you used your customer service skills to handle an angry customer.
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, assuring her I would move as quickly as possible 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 faced with an irate customer, I would listen to their concerns. Usually, people just want to be heard. If things escalated to the point where the customer became threatening, I would call in a supervisor or security."
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
"If I had to work with a visibly angry client, I think it would be important to hold to your values of caring and bringing happiness to the situation. If my efforts to de-escalate the situation went poorly and I sensed the client getting progressively worse, I wouldn't hesitate to put a call out to security."
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