At Wells Fargo, customer service is essential. Give me an example of a time when you provided excellent customer service.
The success of Wells Fargo depends on customer and account management and satisfaction. This question gives you an opportunity to speak to your work ethic and commitment to the team and to customers and provides insight into whether you are someone who does the bare minimum or if you are willing to put forth some extra effort when called upon. Think about a time you exceeded expectations. Provide a specific example and discuss why, in that situation, you chose to do more and how. Wells Fargo wants to hear that you treat customers with respect and are careful to resolve issues. Explain some of the elements of customer service that you possess, like empathy and patience.
"I was volunteering at my local library once, when a woman came in, upset about her account. I could tell she needed to vent, and I wasn't quite sure what the actual problem was, so I listened first. Then I asked questions to figure out what was going on. She was so appreciative of me because I was able to think on my feet and troubleshoot to solve the problem quickly. She even apologized for raising her voice and thanked me for my patience."
"In my current position as a bank teller, customers are encouraged to provide feedback via a survey app, after each in-branch visit. For the past three months, I have received the highest ranking for overall customer satisfaction. Delivering excellent customer service is a must for me, and I look forward to bringing this level of service to the customers at Wells Fargo."
"I once had an elderly man come into the bank, and he wanted to sit down and go over his accounts and ensure everything was in order since his wife had recently passed. I was in the middle of end-of-month reporting, but I knew this needed to be a priority, so I rearranged some things and invited him into my office. We reviewed the accounts he had open, and I helped him update some paperwork. That took about a half hour to complete, but he just needed someone to talk to about his late wife. He told me stories about their lives and spent another hour just talking about their past and their children and grandchildren. Even though I had a million things to do that day, I listened intently and treated him with respect and kindness in a time of grief. Our customers are more than just a transaction and I encourage all of my team members to remember this."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
When working at _____ as a cashier, a customer did not understand why some of our entrees had a premium. He was getting angry and was holding up the line. So, I explained to him that for the entrees that have meats that are hard to source out, we have to place a premium on them to make a profit. At the end of the explanation, I offered different entrees with similar taste profiles to the premium entree he had picked out. In the end, I was able to calm down a customer and still make the sale.
Rachelle's Feedback
Good example! It sounds like you went over and above to help this customer understand Panda Express pricing logic. You were patient and thorough, which is excellent customer service, indeed. At the end of your answer, it would be great to explain how you will take your customer service skills and apply them to this specific role with Wells Fargo.
Anonymous Answer
Covid has made customer interaction very difficult recently, but I still strive to provide the best customer service possible. Not too long ago, I had a woman call the store asking for a diamond upgrade. However, she did not want to come into the store due to the fact that she was a stay-at-home mom and had just given birth to a baby. She didn't want to expose her baby to any illnesses, much less Covid. Respecting her wishes, I took it upon myself to give her my own personal phone number. For weeks, I sent her pictures and videos of every diamond in the store with long explanations of what the diamond had. I would text her and call her every day, answering all her questions and even worked off the clock for her. She eventually decided on a beautiful diamond and took it upon herself to leave a very nice and heartfelt review online, and even asked to speak to my district manager about her wonderful experience with me. At Wells Fargo, I believe I can offer the same, if not, better customer service to my clients.
Cindy's Feedback
Good answer! I like that you are specific, you gave an example from your prior experience and connected it with customer service.
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