Give me a situation where you had to deal with a difficult customer and how did you handle it?

As a branch manager, there may be times when you'll have to deal with demanding customers. Customers are trusting your bank with their money, so it comes as no surprise that issues have the potential to escalate quickly. The interviewer would like to hear a specific example that demonstrates how you react to these scenarios. Be sure to express your ability to solve problems while remaining professional.

"In my role as a bank manager, I had to deal with a customer who was upset after being denied for a personal loan. The customer was very irate and couldn't understand why they were denied. I handled the situation by reminding the customer of the requirements that were needed to be approved. I also explained how they could improve their chance of being approved in the future and offered other services that might meet their needs. The customer appreciated my explanations and left with other options to consider. Throughout the ordeal, I remained professional and empathetic to show the customer that our bank cares about our customer's needs."