"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."

"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."

"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."