How to Answer: At Wells Fargo, customer service is essential. Give me an example of a time when you provided excellent customer service.
Advice and answer examples written specifically for a Wells Fargo job interview.
17. At Wells Fargo, customer service is essential. Give me an example of a time when you provided excellent customer service.
How to Answer
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.
Written by Jaymie Payne on November 29th, 2022
Entry Level Example
"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."
Written by Jaymie Payne on November 29th, 2022
Bank Teller Example
"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."
Written by Rachelle Enns
Branch Manager Example
"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."
Written by Jaymie Payne on November 29th, 2022
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