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COMPETENCY #5—PEOPLE SKILLS 163

Interview Questions and Answers

Question 174. Describe the steps you take to ensure a high level of

customer satisfaction.

Situation: As a bank relationship manager, it is my responsibility to

build customer trust and loyalty.

Action: I allocate a majority of my time to educating customers on new

and existing products. Because I take the time to get to know every customer
and his or her goals, the majority of my clients are willing to listen to the fea-
tures and benefits of my recommendations.

Result: I go well over my quota every month, successfully opening ac-

counts, including custody, demand deposit accounts, and CDs.

Question 175. Describe a time when existing policies did not solve a

customer’s problem and the customer took his or her business elsewhere.

Situation: The policy at Mordancies Boutique limited the number of

days that items could be returned to thirty. A customer bought a shirt to
take on a three-month vacation; when she returned, she attempted to get
a refund.

Action: I sympathized with her situation, and spoke with a manager to

see if there was a way to override the company policy.

Result: The manager decided not to go against policy, and it was up

to me to tell the customer. She was not satisfied with the outcome and she
took her future business elsewhere. It is unfortunate how the relationship
ended; however, I took the proper steps to manage the situation and followed
company guidelines.

Question 176. As much as we may try to keep customers satisfied, there

are times when we drop the ball and they are dissatisfied. Describe a time when
a customer had a problem with how you managed his or her account.

Situation: As the shipping clerk for Direct Merchants, I was respon-

sible for informing clients when orders were delayed, mostly because of com-
puter glitches. I thought that I called every customer, but one time I forgot to
call a long-term client. She called to inquire about her purchase, and did not
take too kindly to hearing the news about the postponed shipment.

American Management Association
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