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Wells Fargo Mock Interview

Question 14 of 70 for our Wells Fargo Mock Interview

Wells Fargo was updated by on November 18th, 2022. Learn more here.

Question 14 of 70

How would you respond to a customer complaint?

"Each customer complaint is unique; however, I have been trained to handle them all with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern correctly...' and repeat their words back to them. I have also been trained on how to collaborate with customers and create healthy compromises. This method has always worked for me."

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How to Answer: How would you respond to a customer complaint?

Advice and answer examples written specifically for a Wells Fargo job interview.

  • 14. How would you respond to a customer complaint?

      How to Answer

      With over 70 million customers globally, it's inevitable that a Wells Fargo customer will be unhappy at some point. The interviewer wants to understand how you would handle a challenging situation and how you react under pressure. In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, and your ability to resolve conflicts. One of Wells Fargo's core values relates to "what's right for customers" so consider this when responding.

      Written by Jaymie Payne on November 29th, 2022

      Entry Level Example

      "Each customer complaint is unique; however, I have been trained to handle them all with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern correctly...' and repeat their words back to them. I have also been trained on how to collaborate with customers and create healthy compromises. This method has always worked for me."

      Written by Jaymie Payne on November 29th, 2022

      Bank Teller Example

      "I once had a customer call me very frustrated about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested a fix once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for Wells Fargo."

      Written by Jaymie Payne on November 29th, 2022

      Branch Manager Example

      "As a branch manager, customer complaints that the team can't resolve often get escalated to me. Typically, the customer is very upset and frustrated at this point. I always come with a positive attitude and tone, and I never let their emotions change my behavior. I listen to their concerns and assure them that I will do whatever it takes to help find a resolution. I make sure I thank them for being a customer and work closely with the customer to identify the root cause of their complaint and ensure that the problem doesn't occur again."

      Written by Jaymie Payne on November 29th, 2022

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "I empathize with my customers while they explain their situation and take the best course of action for the customer. I am sure to ask clarifying questions to understand the issue at hand fully. I always make sure to escalate complaints when appropriate, and I resolve whatever I can as I'm interacting with the customer, showing my genuine concern and appreciation for them."

      Rachelle's Feedback

      This is a thorough and thoughtful answer. Very well done!
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