How to Answer: Give me a situation where you had to deal with a difficult customer and how did you handle it?
Advice and answer examples written specifically for a Branch Manager job interview.
4. Give me a situation where you had to deal with a difficult customer and how did you handle it?
How to Answer
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.
Written by Ronda Barnes on October 5th, 2021
1st Answer Example
"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."
Written by Ronda Barnes on October 5th, 2021
2nd Answer Example
"When I worked as a bank teller, I had to handle difficult customers often. Sometimes they would deposit money into the wrong account or think they had more money available. I always remained professional, and luckily the banking system can easily provide reports of withdrawals and deposits which usually cleared up issues."
Written by Ronda Barnes on October 5th, 2021