Bank Teller Mock Interview
Practice 25 Bank Teller interview questions covering cash handling, customer service, and security protocols.
Question 3 of 25
Customers can become upset if they wait in line too long. What techniques do you use to calm an angry customer?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Customer service is my specialty! If lines are long, or a customer is angry, I make sure they feel appreciated and heard. Most people just want to know that you understand that their time is valuable."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"For one reason or another, customers tend to become edgy in banks. I make sure that I always have a smile on my face. I try to remember names as often as possible, so my customers feel important. In the case of an angry customer, it's always helpful to apologize and acknowledge their feelings."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
In the banking industry, keeping customers happy is a team effort. Share that you work together as a team to keep customers calm.
If lines are getting longer than you'd like, you can have someone mingle with customers in line, provide chit-chat to keep them happy, and they can check to see what services the customer is looking. Perhaps someone else in the branch can assist.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"When lines are long, I like to ensure that everyone on the teller line has a smile on their face and apologizes for the delay when the customer gets to the counter. Most of the time, a friendly greeting and recognition of the inconvenience are enough."
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Anonymous Answer
I try to keep a positive attitude while talking to the customer. Even though they are angry, I will try to cheer them up to lighten the mood. Also, make sure we apologize since we are moving slow on our behalf.
Cindy's Feedback
Nice! Do you have an example of keeping an impatient client happy?
Anonymous Answer
I believe that acknowledging and greeting the customer can diffuse a challenging situation. When the customer gets to the teller window, I would thank them for their patience.
Amanda's Feedback
This is a solid beginning! Customers appreciate knowing you see that they are waiting and are working to help them as quickly as possible. You can enhance your answer by describing how you would calm an angry customer who had to wait, such as listening to their complaint or concern, empathizing with their frustration, giving them your full attention, remaining calm, and handling their needs as quickly as possible.
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