"As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, many of my interactions were with upset customers. I've been called names that I can't repeat here in this interview, and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life-altering experience, and a loss or damage to an item is very stressful. I tried to put myself in the customer's shoes and do my best to ease their situation. In this role with Truist, these skills would be vital for me to find solutions or the right person to talk to if needed."

"First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, a very angry customer came onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which he clearly needed. First, I let him release his anger, which was not a pretty sight. Then I calmly repeated what he said and explained what our policy allowed me to do. Looking back, my sincere approach and calm demeanor helped calm him down, and later that day, my manager had a formal complaint sent to the manufacturer, and we were assured that they'd be in contact with the customer."

"My first instinct would be to hear them out and repeat what they said to let them know they're being heard. If I could solve their problem, I would make that my primary focus. If I couldn't, I would assure them I would take their concern to someone who can work with them. As a new graduate, I feel confident that my training in customer service has prepared me to navigate any client situation at Truist successfully."