A customer is upset about an unexpected service charge on their account. They are raising their voice. How would you handle this situation?
Why This Is Asked
BPI tellers handle customer inquiries and complaints daily. No verbatim interview questions exist, but this role-play is grounded in frontline customer service duties and complaint handling. They want to see composure and problem-solving.
General Approach
Use the LARA method: Listen, Acknowledge, Respond, Ask for confirmation. Stay calm, show empathy, and focus on finding a solution rather than defending the bank. If you don’t know the answer, promise to find out and follow up.
Sample STAR Answer▾
Situation
During a school event, a parent angrily complained to me, as the registration head, that we double-charged them for a seminar fee, even though our records showed only one payment.
Task
I had to calm the parent, verify the facts quickly, and resolve the issue without disrupting the event.
Action
I listened without interrupting, then said, 'I understand why that’s frustrating. Let me check our system right now so we can sort it out.' I pulled up our payment log on my laptop and cross-checked it with their printed receipt. I discovered that their bank had sent an erroneous notification, but only one charge was processed. I showed them the proof and explained clearly. I offered to print a confirmation letter for their peace of mind.
Result
The parent apologized for their tone, thanked me for being patient, and later sent a commendation to our teacher. The event went smoothly.
Attempt Your Answer
Write your own answer, then get instant AI feedback graded against:
- •STAR Structure
- •Specificity & Numbers
- •Ownership Language
- •PH Workplace Context
Log in to get AI feedback on your answer.
Log In