How would you respond if a customer asked you a question that you didn’t know the answer to?

How to Answer
Entry Level Example
Bank Teller Example
Branch Manager Example

Wells Fargo offers a wide range of complex products and services, so you will likely run into a situation where you're unsure how to answer a customer. Demonstrate to the interviewer that you can acknowledge when you don't know something instead of making it up on the fly and commit to finding that answer and following up with the customer timely. Give an example of how you self-help and track down information or how you've found the appropriate person to ask. Telling a customer, "I don't know," or "that's not my department," is never appropriate, and the interviewer wants to learn more about your customer service skills and problem-solving approach.

"As a newer employee, I would have a lot to learn, so I'm sure I will run into a situation where I cannot immediately answer a customer's question. I would be honest with the customer and let them know I would research the answer and help them as quickly as possible. I would never make up an answer and would try to self-help with my available resources, and if I could not locate the answer timely, I would reach out to a colleague or manager to assist."

"The customer experience is always my top priority, so if they asked a question to which I didn't know the answer, I would reassure them that I would find the answer for them and help them resolve the issue. If I knew it would take me some time to track down the answer, I would ask them if they had time to hold while I looked, and if they didn't, I would take their information down and get back to them timely. Follow-up is also important to me, and if I committed to finding an answer and getting back to them, I would ensure that I did."

"I often come across complex accounts and situations, so it's likely a question may surface that I don't know the immediate answer to. I would first ask my colleagues and team members to see if they knew, and if not, I would call another Wells Fargo location, check online or call the corporate office to see if I could help them find the answer. I'm always trying to assist the customer myself instead of sending them on a wild goose chase with 800 numbers to find the answer."