How to Answer: How would you deal with an irate customer?
Advice and answer examples written specifically for a Wells Fargo job interview.
18. How would you deal with an irate customer?
How to Answer
At Wells Fargo, customer service is a top priority, and they need employees who can keep calm in stressful situations. This is where your relaxed demeanor and ability to empathize will come in handy. Wells Fargo wants to hear about a situation where you used your customer service skills to handle an angry customer. Describe how you used communication skills, de-escalation, patience, empathy, compassion, and negotiation.
Written by Jaymie Payne on November 29th, 2022
Entry Level Example
"If I were faced with an irate customer, I would spend my time listening to their concerns. Usually, people want to be heard. I would express my genuine desire to help them resolve the situation and I would use my resources to assist. If it were an issue I could not manage, I would call for a supervisor to help provide support. I would be sure to apologize for any mistakes we made or errors that were caused on our end as well."
Written by Jaymie Payne on November 29th, 2022
Bank Teller Example
"I had a customer complain about waiting in line for so long on a busy Monday morning. She was so upset because now she was late for work, and the rest of her schedule for the day was thrown off. I listened and let her know I understood where she was coming from, ensuring that I would move as quickly as possible to complete her transaction. Listening, empathizing, and moving with a sense of urgency helped her to calm down and ease the tension."
Written by Jaymie Payne on November 29th, 2022
Branch Manager Example
"Often, if my team can't resolve an issue for an angry customer, they involve me in the situation. If the customer is causing a scene or yelling, I ask them to step into my office so I can assist them outside of the view of the public so as not to distract others or cause more problems. I try to de-escalate the situation by actively listening and letting them express their concerns; then, I assure them I will help find a solution. If possible, I will offer something to compensate for the error or issue, like a complimentary service or product or reduced fees where possible."
Written by Jaymie Payne on November 29th, 2022
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