How would you deal with an irate customer?
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.
"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."
"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."
"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."
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
I always make the customer feel respected and valued, no matter what the issue may be. Empathizing with the customer and letting them know you genuinely hear their concerns and are doing everything in your power to provide them with a solution helps to ease their mind and trust that you have their best interest at heart.
Rachelle's Feedback
Another good answer with a genuine approach. Nicely done!
Anonymous Answer
Sometimes a customer might be having a bad day, and that is okay. I always make sure to have a smile on my face and quickly apologize for an inconvenience I might have imposed on them. I also ensure them that their time is valued and appreciated.
Cindy's Feedback
Good! Is there additional information you could add about solving the problem that's making the customer irate? Do you have an example you can include from prior experience?
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