"Having worked in customer-facing roles my entire career, I have handled many angry customers and feel I have a great method for communicating with them. First, I start by hearing them out and letting them vent. From there, I calmly repeat the key points and begin brainstorming solutions. Because I maintain a calm demeanor during these situations, angry customers often calm down quickly. After understanding the customer's needs, I take all steps necessary to help solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team-based approach."

"When this happens in my current role, I make sure that any other duties I am currently working on are put on hold so I can give my full attention to that customer. Last week, I was the only person on staff handling a busy lobby when a customer came in upset with a vehicle they had just purchased. I immediately put the phones on hold to take the time to listen to their concerns. After hearing the causes of their frustration, I had them wait in our lobby, and I went and talked to our Sales Manager. He made time for the customer immediately. In these instances, providing swift action to help alleviate any further issues is the most important thing that can be done."

"I know your mission at Truist is to provide great client experiences, and this would be a tricky situation. My approach would be to let them openly vent and present options to make things right. If I didn't have the authority or experience to know how to handle their situation, I would assure them that I would get them in contact with someone to help them as soon as possible."