A customer is upset about an unexpected service charge on their account. They are raising their voice. How would you handle this situation?
RoleCustomer Service Representative
DifficultyMedium
TopicCommunication
Asked at
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.
General Answer
Start by lowering your own voice even as theirs rises, because a calm tone is contagious and it signals control. Say plainly that you understand their frustration, then immediately shift the focus to action: ask for their account details or a reference number so you can pull up the transaction. Walk them through what you are checking as you check it, using simple Taglish if that feels natural, like "Titingnan ko po ngayon kung saan nanggaling ang charge na ito." If the charge turns out to be valid, explain the reason in plain language without jargon, and if it is an error, say that you will correct it or escalate it to the right team, and give a specific timeframe for follow-up. If you genuinely do not know the answer, do not guess; promise to find out and give them your name and a contact number, then actually follow through. Close by asking if the resolution answers their concern, so they leave feeling heard rather than dismissed. Throughout, never say sorry for something you did not do, and never blame another department out loud, just own the process and keep the focus on fixing the problem.
PH Interview Gotcha
Many Filipino candidates instinctively over-apologize with 'Sorry po, sorry po talaga, hindi ko po kasalanan' even before understanding the issue. This can sound defensive and unprofessional. Instead, acknowledge the emotion without assigning blame: 'I understand your frustration. Let me investigate what happened.'
Sample STAR Answer▾
S
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.
T
Task
I had to calm the parent, verify the facts quickly, and resolve the issue without disrupting the event.
A
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.
R
Result
The parent apologized for their tone, thanked me for being patient, and later sent a commendation to our teacher. The event went smoothly.
Key Takeaway
Empathy and quick fact-checking turn angry customers into loyal ones.
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