Hypothetical questions present an opportunity to not only describe how you would handle a situation, but describe how you have handled a situation. Demonstrating a behavior is usually a more impactful way of answering this style of question if you have experience with the scenario you are asked to speak to.

Many relationship bankers have extensive experience in customer service. If that applies to you, begin by stating the basics of how conflicts with customers should be resolved and then briefly walk your interviewer through a time that you demonstrated the steps/skills outlined in your response.

In the event you have not had the opportunity to resolve a conflict with an angry customer, stick to a hypothetical response and walk your interviewer through the steps you would take. This should include: seeking to understand the conflict, demonstrating empathy for the customer's concerns, discussing potential solutions, taking prompt action, and following up as necessary.

As a relationship banker, I have a lot of experience resolving conflicts with customers. I start by making sure I fully understand the nature of the issue. I actively listen and show empathy for their concerns. Next, I discuss the available options and work with them to identify a plan of action that meets their needs. I then act promptly based on our agreement, ensure the conflict is resolved, and then follow up as needed.

I worked with a frustrated customer recently. They were in the middle of securing a home loan and they were struggling to download all of the statements and documents requested by their lender. They normally work directly with me, so I was happy to assist when they called annoyed that the system wasn't working as expected. I expressed understanding and then walked them through the process to gather what they needed step-by-step. They thanked me for my prompt response and then I followed up a week later to check in and see if there was anything else they needed to support them during their home purchase.