"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."