The clients of a financial firm like Yorkshire Building Society can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

"As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with Yorkshire Building Society, these same skills would be vital for me to find solutions or the right person to talk to if needed."