"In my experience as a bank teller, I have had a handful of customers come into the bank upset about an issue. I'm typically the first person they see, so I immediately acknowledge their distress and assure them that I'm there to help. I first actively listen to their concern or complaint, to be sure I understand what the problem is and what resolution they are seeking. I remain positive and never allow the customer's behavior to dictate my response. If we are at fault for the issue, I apologize and take ownership, and reassure them of my commitment to resolving the issue. I will use my available resources to resolve an issue and if I'm not able to at the branch, I will help them contact corporate from our office or I will give them the appropriate contact information to take with them. If I do this, I will call them the next day to check in on the situation and ensure it was resolved."

Bank tellers are the face of customer service at Wells Fargo and sometimes, the public can be difficult to work with. Thousands of transactions are completed each week, so a customer will likely be upset or frustrated at some point. The interviewer is discovering how you handle conflict and stress in these situations. Describe ways you deal with an upset customer and how you work to problem-solve when there is an issue.
In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, etc.