QUESTIONS AND ANSWERS - STAR METHOD Flashcards

1
Q

Tell me about a time when you had to explain a complex piece of information to someone else? IMPORTANT QUESTION

A

Situation:
During my time as a Store Colleague at Tesco, I was responsible for maintaining price integrity and ensuring the accuracy of promotional offers. On one occasion, a colleague who was new to the role was struggling to understand the system for handling daily price changes and the broader pricing mechanics. This process required careful attention to detail to prevent overcharging customers, so it was crucial for the new colleague to understand the system properly.

Task:
I needed to break down the pricing system, which involved various elements such as price adjustments, promotions, and offer updates. The challenge was to explain it in a way that someone with limited prior knowledge of the system could easily grasp. I had to ensure they understood both the practical and the technical side of managing pricing integrity.

Action:
I started by explaining the basic concepts of price changes, including what triggers them (such as end-of-offer dates or price increases). Then, I broke the process down into steps using simple language, walking them through the use of weekly brochures and Point of Sale poster requirements. I used real-world examples to demonstrate how price updates are executed and how we track changes in the system. I also showed them how to check for errors and prevent overcharging, making sure to highlight key tasks they needed to prioritize.

Result:
After my explanation and a couple of practice sessions, my colleague became confident in managing the pricing system. They were able to handle daily price changes independently, ensuring the store maintained accurate pricing and promotions, which directly contributed to customer satisfaction and trust. My clear and simplified explanation helped them overcome their initial confusion, leading to smooth store operations.

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2
Q

What do you know about HSBC?

A

Global Presence: HSBC operates in over 60 countries across Europe, Asia, the Middle East, Africa, and the Americas, serving more than 40 million customers.

Historical Background: Founded in 1865 in Hong Kong and Shanghai, HSBC was established to support growing international trade, particularly between Europe and Asia.

Diverse Services: HSBC provides a wide range of financial services, including retail banking, wealth management, commercial banking, investment banking, and global markets.

Innovation and Technology: HSBC is investing in digital transformation, enhancing customer experience through mobile banking, digital payments, and fintech partnerships.

Strong Reputation: HSBC is known for its strong global brand and its ability to connect clients to global markets, particularly in emerging economies like China and India.

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3
Q

Give me a time when you had to influence an individual to make a different decision? IMPORTANT QUESTION

A

Situation:
As an Events Representative for the University of Southampton Tamil Society, I was responsible for organizing a major cultural event that had a tight budget. During the planning, a fellow committee member strongly advocated for booking a popular, high-end venue, which, although impressive, would have consumed a significant portion of our allocated funds and left little room for other critical event features.

Task:
I was tasked with influencing the committee to reconsider this decision and opt for a more cost-effective venue without sacrificing the quality of the event. The challenge was to maintain the team’s excitement about the event while ensuring we stayed within budget and delivered a high-quality experience.

Action:
I researched several alternative venues that offered similar visual appeal at a fraction of the cost. I presented a comparison, highlighting not only the financial savings but also how we could reallocate the surplus funds to enhance other aspects of the event, such as entertainment and décor. I took the extra step of arranging visits to the alternative venues so that the team could see them firsthand and feel confident in the choice. I also empathized with their concerns about quality, ensuring them that I had carefully researched the venues based on reviews and past successful events.

Result:
After presenting my case, the team unanimously agreed to go with one of the alternative venues. The decision allowed us to stay well within our budget while delivering an exceptional event. The additional funds were used to enhance the experience in ways that exceeded attendees’ expectations, leading to overwhelmingly positive feedback from participants and a notable increase in event satisfaction. This outcome also improved my standing with the team, as I demonstrated leadership and strategic thinking.

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4
Q

Tell me about a time when you collaboratively worked together with someone to provide exceptional service? IMPORTANT QUESTION

A

While working at Tesco as a Store Colleague, there was a busy holiday season when a customer came in needing assistance with purchasing a large number of items for a family gathering. The customer was unsure about what products to choose for the occasion and seemed overwhelmed by the available options. Another colleague was helping the customer, but due to the complexity of the request, they needed additional support.

Task:
Our task was to work together to ensure the customer received the best possible advice and assistance in selecting appropriate items, while ensuring they benefited from ongoing promotions and had a smooth shopping experience during a particularly hectic time in the store.

Action:
My colleague and I quickly decided to collaborate and divide tasks to best meet the customer’s needs. I focused on identifying the items that matched the customer’s requirements while my colleague assisted in checking which of the items were included in current promotions, ensuring they were getting the best value for their purchase. I also engaged the customer in conversation to better understand their specific needs and preferences for the gathering, making personalized recommendations for products that would fit their occasion.

We regularly communicated with each other to cross-check information, and when the customer asked for additional suggestions, we jointly provided options based on our combined knowledge of the store’s product range and offers.

Result:
As a result of our teamwork, the customer was able to complete their shopping with confidence, purchasing everything they needed for the gathering while also taking advantage of key promotions. They were highly satisfied with the personalized service they received and thanked both of us for making their shopping experience stress-free. The feedback was positive, and the store manager recognized our teamwork as an example of delivering exceptional service under pressure.

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5
Q

Tell me about a time when you found it difficult to follow procedures or rules and regulations? IMPORTANT QUESTION

A

Situation:
During my Accounting and Economics degree at the University of Southampton, I worked on a group project for a Financial Accounting module. The project involved preparing a detailed financial report and analysis based on a hypothetical company’s financial data. The university required us to follow very specific guidelines, including strict formats for financial statements and assumptions, which limited flexibility in presenting our analysis. However, our group developed more complex and insightful financial models using advanced Excel functions that didn’t fit into the rigid reporting template required by the university.

Task:
My task was to find a way for our group to adhere to the university’s rules and format requirements while still presenting the additional insights we gained through our more detailed financial analysis. We wanted to ensure our models and work were presented effectively without breaking the submission guidelines.

Action:
I took the lead in coordinating with my group to ensure we followed the prescribed format for the financial statements, as per the university’s regulations. At the same time, I suggested adding a supplementary section in the report where we could include our advanced analysis using Excel functions like PivotTables and INDEX/MATCH to showcase how certain financial indicators could impact future decisions. I also ensured that all additional insights were clearly separated and labeled as supplementary so that they didn’t violate the formal structure of the report.

Result:
The final report adhered to all the procedural rules, and the supplementary section was well-received by our professor. We not only followed the required format but also demonstrated a deeper understanding of the financial data, which earned us higher marks for initiative and critical thinking. This experience taught me how to work within strict guidelines while still finding ways to add value, a skill that would be useful in any role requiring compliance with rules, such as in banking.

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6
Q

Tell me about a time when a procedure had a negative effect on your work? - took initiative to improve process IMPORTANT QUESTION

A

Situation:
During my role as the Financial Lead in a project with the National Citizen Service Trust, our team was responsible for organizing fundraising events to support veterans and create care packages. My main responsibility was managing the project’s finances, ensuring we stayed within budget while maximizing our impact. However, the existing procedure required us to track donations and expenses using pen and paper, which quickly became inefficient as the volume of transactions increased.

Task:
The manual tracking system made it difficult to manage the increasing donations and expenditures accurately. It was time-consuming, prone to human error, and did not provide real-time financial insights. My task was to find a solution that would allow us to streamline the financial tracking process, ensure accuracy, and make better financial decisions while staying within our budget.

Action:
I took the initiative to develop a new financial tracking system using Excel, which allowed us to monitor incoming donations and allocate resources more effectively. I introduced a system for categorizing expenses and tracking real-time progress against the budget. Additionally, I proposed hosting multiple smaller fundraising events instead of relying on one large event, which spread out our efforts, improved community engagement, and increased donations. I also worked closely with my team to optimize the allocation of donations, ensuring we could maximize our impact on the veterans.

Result:
Thanks to the improved financial system and more efficient fundraising approach, we were able to stay within budget and exceed our fundraising targets. This allowed us to create more care packages than initially planned and host a successful recognition ceremony for veterans. The new procedure was praised for its efficiency and this experience reinforced the value of taking initiative and improving systems to deliver a greater impact.

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7
Q

Can you describe a time when you handled a difficult customer? How did you resolve the issue and ensure customer satisfaction?

A

Situation:
While working at Tesco during a late evening shift, a customer approached the checkout area with a full trolley, only to find that all the staffed tills had been closed. It was nearing the end of the day, and the only option available was the self-checkout machines. The customer was visibly frustrated, explaining that they had too many items to handle at the self-checkout and were adamant that a traditional till should be opened just for them.

Task:
My task was to calm the customer down and find a solution that would ensure they could complete their purchase smoothly. I had to address their concerns about the self-checkout process without reopening the tills, which was not an option at this point due to store policy.

Action:
First, I acknowledged the customer’s frustration and listened carefully to their concerns, assuring them that I understood how inconvenient it might feel to use self-checkout with a large number of items. Rather than just insist they use the self-checkout, I took the initiative to personally help them through the process.

I explained that I would be right there with them the entire time, assisting with scanning each item and handling the checkout process so they wouldn’t have to struggle with it alone. I reassured them that it would be quick and easy with my help. Step by step, I scanned all their items at the self-checkout, bagged them, and made sure everything went smoothly, so they didn’t feel overwhelmed by the large number of items.

Result:
Although initially frustrated, the customer appreciated my willingness to personally assist them through the self-checkout process. By the time we were done, their attitude had shifted to one of relief and gratitude, and they thanked me for taking the time to help them. They were able to complete their purchase without any further issues, and I ensured they left the store satisfied despite the initial setback.

In the end, the customer’s concerns were addressed without needing to reopen the tills, and the situation was resolved smoothly while maintaining Tesco’s closing procedures. This experience reinforced the importance of patience, active listening, and problem-solving, all of which are essential in delivering excellent customer service.

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8
Q

How would you educate a customer about digital services or technology

A

When educating a customer about digital services or technology, my goal would be to ensure they feel confident, supported, and comfortable with the new tools at their disposal. Here’s how I would approach it:

Understand Their Level of Comfort:
I would start by asking the customer what they already know about the digital service or technology and what specific concerns or questions they have. This helps me tailor the explanation to their level of understanding and address any apprehensions directly.

Simplify the Explanation:
I would explain the digital service in simple, jargon-free language, breaking it down step by step. For example, if they’re learning how to use HSBC’s mobile banking app, I’d show them how to log in, check their balance, and make a transaction in a way that’s easy to follow. If possible, I would demonstrate these features on a device, walking them through the process as they try it out themselves.

Highlight Benefits and Security:
I would explain how digital services can save them time, making tasks like checking their balance or transferring money more convenient. Additionally, I would address any concerns they might have about security by reassuring them of the safeguards in place, such as multi-factor authentication and encryption, to protect their information.

Provide Hands-On Guidance:
I believe hands-on learning is effective, so I would guide the customer through the process in real time. For example, I could help them set up their online banking or mobile app while they’re in the branch, so they feel confident using the service on their own later.

Offer Additional Support:
I would let the customer know that they don’t have to master everything at once. I would provide them with resources, such as easy-to-follow guides or links to HSBC’s customer support, in case they need help after our conversation. I would also encourage them to return to the branch or call in if they need further assistance.

By being patient, clear, and supportive, I’d ensure the customer understands the benefits and functionality of HSBC’s digital services, helping them feel more empowered and confident in using these tools at their convenience.

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9
Q

Tell me about a time when you made a decision without all the necessary information.

A

Situation:
During my role as an Events Representative for the University of Southampton Tamil Society, we were organizing a large event for over 100 members. A few days before the event, we received last-minute information that our original caterer was no longer available due to unforeseen circumstances. With only a few days left, we had to find a new catering option quickly to ensure the event would still be successful.

Task:
My task was to make a quick decision on hiring a new caterer, even though I didn’t have all the details I would normally need, such as exact attendee numbers or all the catering preferences of the guests. Time was running out, and we needed to secure the food provider as soon as possible.

Action:
I decided to move forward with a local caterer that I had worked with previously for smaller events. Although I didn’t have all the specific information, I used my past positive experience with them to trust they would deliver quality service. I negotiated a flexible menu that could cater to both vegetarian and non-vegetarian guests and agreed on an approximate number of meals, knowing we could adjust closer to the date. To mitigate the risk, I also communicated closely with my team, gathering as much relevant information as possible and ensuring we had a backup plan in case adjustments were needed.

Result:
The caterer delivered on time and exceeded expectations. The guests were happy with the food, and the flexibility I built into the contract allowed us to adjust the quantities as we finalized numbers. The event ran smoothly, and we received positive feedback from attendees. This experience taught me the importance of trusting my judgment and making informed decisions even when all the details aren’t available, while also planning for contingencies.

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10
Q

Give an example of a time when you had to take ownership of a customer’s issue from start to resolution.

A

Situation:
While volunteering at a charity shop, a customer which was a mother came in looking for a specific children’s book series that had been advertised during a recent promotion. They were hoping to purchase it as a gift for their child, but the books were no longer available on the shelves, and the customer was quite disappointed.

Task:
The customer was eager to find the book series, and it was my responsibility to resolve the issue and ensure they had a positive experience, even though the items they wanted weren’t immediately available.

Action:
I took full ownership of the situation by first reassuring the customer that I would do everything possible to help. I checked the stockroom for any remaining copies of the books and, while we didn’t have the exact series they wanted, I found other books from the same genre that I thought would appeal to their child.

I didn’t stop there. I also contacted a nearby branch of the charity shop and found that they had one complete set of the children’s book series available. I arranged for the books to be transferred to our location, and I kept the customer updated throughout the process.

Result:
The customer was extremely pleased with the solution. They appreciated the personalized service and were happy to wait for the books to arrive. A few days later, when they picked up the series, they thanked me for going above and beyond to help them. This experience reinforced the importance of taking ownership of customer issues and finding solutions that meet their needs, ensuring a positive outcome.

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11
Q

Describe a time when you had to assist a vulnerable/complex needs customer. How did you handle the situation?

A

Situation:
While working at Tesco, I encountered an elderly customer who appeared confused and frustrated as she struggled to navigate the self-checkout machines. She was trying to purchase groceries but wasn’t familiar with the technology, and it was clear that she was becoming overwhelmed.

Task:
My responsibility was to provide her with the assistance she needed to complete her purchase while ensuring that she felt supported and comfortable, given her visible discomfort with the new technology. It was important for me to handle the situation patiently and compassionately, as she appeared anxious and vulnerable.

Action:
I approached her with a warm and reassuring smile, calmly asking if I could help. After she explained that she wasn’t comfortable using the self-checkout, I assured her that I would walk her through the process step-by-step. I guided her on how to scan her items, explaining each step slowly and clearly to ensure she understood. Rather than rushing her, I allowed her to scan each item at her own pace, providing gentle prompts and encouragement.

Result:
By the end of the interaction, the customer successfully completed her purchase and was extremely appreciative of the time and patience I had shown her. She left the store feeling more confident in using the self-checkout machines and thanked me for making the process less intimidating. This experience reinforced for me the importance of patience, empathy, and clear communication when assisting customers with complex or vulnerable needs. It also highlighted the value of being proactive in offering long-term solutions to enhance the customer’s experience.

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12
Q

Tell me about a time when you had to adapt your communication style to accommodate someone in a complex or sensitive situation.

A

Situation:
During a group project at university, one of our group members was struggling to contribute effectively. It became apparent that they were going through a difficult time personally, which was impacting their performance. The group was starting to feel frustrated because deadlines were approaching, and this person was falling behind on their tasks. However, I realized that pushing them harder might only worsen the situation.

Task:
As a team member, it was my responsibility to ensure the project was completed on time while also supporting this individual in a compassionate way. I needed to adapt my communication style to both motivate and encourage them without adding pressure, as well as ensure the rest of the team was on track.

Action:
I approached the individual privately, rather than addressing the situation in front of the entire group, to avoid putting them on the spot. I made sure to communicate with empathy, acknowledging that they were going through a hard time and asking if there was anything specific I could do to help. Instead of focusing on what hadn’t been done, I emphasized how their contributions were valuable to the team and asked how we could work together to manage their workload in a way that was comfortable for them.

To accommodate their needs, I offered to break down their tasks into smaller, more manageable steps and to work with them one-on-one to ensure they felt supported. I also adjusted my tone to be more patient and understanding, checking in with them regularly without making them feel pressured. I communicated these adjustments with the rest of the group to ensure everyone was on the same page and to maintain team harmony.

Result:
By adapting my communication style and approach, the team member felt supported and was able to complete their tasks without feeling overwhelmed. They appreciated the understanding and flexibility, which allowed them to catch up without additional stress. The project was completed on time, and the team was able to work together more effectively. This experience reinforced the importance of empathy, flexibility, and adapting communication to accommodate individuals in sensitive situations, particularly when working within a team.

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13
Q

Tell me about a time when you delivered exceptional service. How did you ensure the customer’s needs were met?

A

Situation:
While volunteering at a charity shop, I encountered a customer who was looking for affordable winter clothing for her children. She was on a tight budget, and it was important to provide her with options that would fit her financial constraints while ensuring a positive shopping experience.

Task:
The task was to assist the customer in finding suitable winter clothing for her children, while ensuring that her budgetary needs were met. I also wanted to create a welcoming and supportive environment by providing personalized service and helpful information.

Action:
I greeted the customer warmly and engaged in a friendly conversation to better understand her needs. I worked collaboratively with a colleague to check available stock and promotions. While my colleague helped ensure the inventory was properly displayed, I guided the customer to the relevant sections, using my knowledge of the store’s inventory to highlight ongoing promotions and discounts.

I took an empathetic approach, listening closely as the customer shared her concerns about her budget. I suggested budget-friendly options and informed her about the store’s discount programs, which offered additional savings. I also shared information about how the charity shop’s proceeds supported local community initiatives, helping the customer feel more connected to her purchase and giving her a sense of purpose beyond just the transaction.

Result:
The customer was not only able to find suitable winter clothing within her budget, but she also appreciated the personalized assistance and the connection to the charity’s mission. She expressed gratitude for the support and became a regular shopper at the store. This experience reinforced the importance of active listening, empathy, and working collaboratively to deliver exceptional service, ensuring that the customer’s needs were met both practically and emotionally.

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14
Q

Describe a situation where you had to work with a team to achieve a goal under time pressure.

A

Situation:
As part of the University of Southampton Tamil Society Football Team, we were preparing for a major inter-university tournament. Just a week before the tournament, we realized that our training sessions had not gone as well as planned, and we weren’t performing together as a team and instead we were relying on individual players. There were communication gaps, and some players hadn’t fully integrated into the team’s strategies. We were facing a tight deadline with only a few days left to improve our performance before the tournament.

Task:
Our task was to improve our teamwork and performance under the pressure of time. We needed to build our chemistry, finalize our game strategy, and work on our fitness to be competitive in the tournament, all within a limited time frame.

Action:
To address the situation, I suggested we hold additional training sessions and team meetings. I worked closely with the team captain and coach to organize practice drills focused specifically on communication and teamwork. We also arranged off-field pub socials to discuss our strategies and tactics, making sure that everyone was clear on their roles during the matches and also better know each other.

I made sure to encourage open communication among team members, so we could identify any issues early and resolve them quickly. Additionally, we set specific short-term goals for each practice session, such as improving ball movement, coordination, and set pieces, which allowed us to track our progress and focus on key areas in a short amount of time.

Result:
Despite the time pressure, our extra training sessions and open communication significantly improved our performance as a team. We entered the tournament more confident and cohesive, and while we didn’t win the overall tournament, we performed far better than expected and made it to the semi-finals. The experience taught us the importance of working together under pressure, and it reinforced my belief that clear communication, teamwork, and focused effort are key to achieving success in any high-pressure situation.

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15
Q

Can you describe a time when you had to adapt quickly to changes in your workplace? How did you ensure your performance wasn’t impacted? “ Tell me about a time when you had to adapt to a major change at work.”

A

Situation:
During the Easter season at Tesco, we experienced an unexpected surge in customers and demand for specific seasonal products, particularly chocolate eggs and related holiday items. Our team was used to the regular flow of customers, but this influx required us to adapt quickly to ensure that we met customer needs without compromising on service quality. Additionally, we were asked to change our usual stocking schedule to accommodate the increased demand, which meant adapting to more frequent restocking and tighter timelines for completing tasks.

Task:
My task was to ensure that our shelves were continuously stocked and that customers received excellent service despite the increased pressure. It was important to adapt to the new schedule and keep my performance high while managing the fast pace and changes in routine.

Action:
To handle this challenge, I quickly adapted by prioritizing tasks more efficiently. Instead of following our usual routine, I worked closely with my team to focus on high-demand areas, such as the seasonal section, to ensure that the most popular products were always available.

To ensure we provided great customer service during the busy season, I made sure to proactively approach customers to assist them in finding seasonal products, rather than waiting for them to ask for help. This approach helped reduce customer frustration and kept the flow of traffic moving smoothly, even with the increased footfall.

Result:
Despite the fast-paced environment, we were able to meet customer demand without running out of stock on key items, and customer satisfaction remained high throughout the Easter season. My ability to adapt quickly, prioritize effectively, and communicate with the team ensured that we managed the changes smoothly and efficiently. The store received positive feedback for its well-stocked seasonal products and efficient service during the busy period.

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16
Q

Give me an example of how you stayed positive and motivated in a situation where things didn’t go as planned.

A

Situation:
As an Events Representative for the University of Southampton Tamil Society, I was responsible for organizing a large cultural event that involved performances, guest speakers, and catering for over 100 attendees. Just a few days before the event, the venue we had booked informed us that they could no longer accommodate us due to unforeseen maintenance issues. This was a major setback because we were left without a venue at the last minute, which could have caused the entire event to be canceled.

Task:
My task was to quickly find an alternative venue and ensure that the event went ahead as planned, without causing disruption to the schedule or compromising the quality of the experience for the attendees. Additionally, I needed to keep the team motivated and focused despite the sudden change.

Action:
Instead of letting the setback demotivate the team, I remained positive and took ownership of finding a solution. I quickly reached out to several other venues in the area, explaining the urgency of our situation. I worked closely with my team, delegating tasks like contacting catering and performers to inform them of the potential change in location. We maintained open communication throughout the process to ensure everyone was on the same page.

After some effort, I managed to secure a nearby venue that was slightly smaller than the original but still suitable for our event. I worked with the team to reconfigure the event setup to fit the new space, ensuring the performances and seating arrangements could still go ahead smoothly. I also communicated the change with attendees, making sure they had the updated details and offering reassurance that the event would still meet expectations.

Result:
Thanks to the quick action and staying motivated throughout the process, we successfully hosted the event at the new venue. Attendees had a great time, and the feedback was overwhelmingly positive, despite the last-minute change. The performers and catering staff were able to adapt as well, and the event ran smoothly. This experience reinforced my belief in staying positive during unforeseen challenges, and it demonstrated how effective problem-solving and teamwork can help turn a potentially negative situation into a successful outcome.

17
Q

Describe a situation where company policies restricted what you could do for a customer. How did you handle it?

A

Situation:
While working at Tesco, a customer approached me just after the clothing section had closed for the day. They were looking for a specific item and asked if I could go and grab it for them, despite the section being restricted after hours. According to company policy, we were not allowed to access the closed section for customers after its designated closing time for safety and inventory reasons.

Task:
My task was to handle the situation respectfully, ensuring that the customer understood the policy, while still providing excellent service and maintaining a positive customer experience.

Action:
I calmly explained to the customer that, due to store policy, I was unable to access the clothing section after it had closed for the day. I empathized with their situation and acknowledged their frustration, letting them know I understood how inconvenient it might be.

Instead of just leaving it at that, I offered alternative solutions. I informed the customer that the clothing section would reopen the next day, and I suggested they could come back during the opening hours to find the item they needed. To further assist them, I offered to check our store’s system to see if the item was still in stock and, if necessary, even reserve it for them or guide them on how they could order it online for home delivery.

Result:
The customer appreciated the explanation and the alternative options I provided. Although they were initially disappointed, they left the store feeling reassured that they could either return the next day or purchase the item online. This experience taught me how to effectively handle situations where company policies restrict what I can do, by providing alternative solutions that maintain a positive customer experience.

18
Q

Describe a time when you identified an opportunity to go above and beyond for a customer.

A

Situation: During my time working as a Store Colleague at Tesco, I encountered many customers, but there was one regular customer who particularly stood out. She was an elderly woman who often came in to shop during the quieter hours. Over time, I noticed that she seemed to struggle with finding items and appeared somewhat lonely, often lingering in the store just to chat with staff.
Task: I felt it was important not only to assist her with her shopping but also to provide her with a sense of connection and support. My goal was to build a strong, trusting relationship with her so that she felt comfortable and valued whenever she came into the store.
Action: Each time she visited, I made it a point to greet her warmly and offer assistance. I helped her find the items she needed, making sure she was aware of any ongoing promotions that might benefit her. Beyond that, I took the time to engage in conversations with her, asking about her day and listening to her stories. I noticed that she appreciated the attention and gradually started seeking me out specifically when she needed help.

Result: Over time, we built a strong and positive relationship. She began to rely on me and the team not just for assistance with her shopping but also for the friendly interaction she seemed to value. This relationship was helpful in several ways. Firstly, it enhanced her shopping experience, making it more pleasant and less stressful for her. Secondly, it reflected positively on Tesco as a brand that values its customers, especially the more vulnerable ones. Lastly, the trust and rapport we established meant she became a loyal customer, and she often expressed her gratitude, which was incredibly rewarding.

This experience taught me the importance of empathy, patience, and the value of building strong relationships with customers. It also reinforced the idea that even small actions, like taking the time to listen and engage, can make a significant difference in someone’s day.

19
Q

Tell me about a time when you had to manage multiple customer inquiries at once. How did you ensure each customer received excellent service?

A

Situation:
While working on the shop floor at Tesco during a busy holiday season, there were several instances when I had multiple customers approaching me at the same time. They were asking for help finding specific products, checking prices, and inquiring about current promotions. It was a particularly busy period, and the shop was crowded with customers needing assistance.

Task:
I needed to manage multiple customer inquiries simultaneously, ensuring each customer received the help they needed without feeling rushed or neglected.

Action:
To handle the situation effectively, I prioritized the customers based on the complexity of their requests. For customers who needed simple guidance, such as finding a product or understanding a promotion, I provided quick answers and directed them to the appropriate aisle. For more complex inquiries, like checking the availability of items in the stockroom or verifying a price, I politely asked them to wait for a moment while I attended to other customers.

I made sure to acknowledge every customer, so they knew I was aware of their needs and would get to them shortly. In some cases, I called on colleagues working nearby to assist with tasks such as checking stock or verifying promotions. I also communicated clearly and efficiently, ensuring that each customer felt heard and informed about what steps were being taken to assist them.

Result:
By prioritizing and delegating where necessary, I was able to help all customers efficiently, and no one left feeling unattended. Each customer received the assistance they needed, whether it was finding an item, understanding a promotion, or resolving a product issue. Several customers thanked me for my prompt assistance and attention to detail, even during such a busy time. This experience reinforced my ability to multitask under pressure while maintaining high standards of customer service.

20
Q

Describe a situation where you were under pressure to meet a deadline. How did you manage your time effectively?

A

Situation: During my second year at university, I had to balance my studies alongside my society leadership position and weekly football training.

Task: I was responsible for managing key elements of the event, such as coordinating with vendors and marketing, while also ensuring I didn’t fall behind in my assignments.

Action: To manage both responsibilities, I created a detailed schedule that broke down each task into smaller steps. I prioritized tasks based on urgency and importance, tackling critical event tasks earlier in the day and dedicating specific hours in the evening to my studies. I also delegated non-essential event tasks to other team members to free up time for my exam preparation.

Result: By effectively managing my time and delegating tasks, I was able to successfully execute the event and complete my assignments on time. This taught me how to work efficiently under pressure and balance multiple priorities​.

21
Q

“Why do you want to work for HSBC?” Why this role?

A

“In preparation for my interview with HSBC, I spent time studying both the role and your organization.

I have been impressed with everything you do and in a rapidly-changing world where customer’s expectations are increasing, it is your values and ethics that ensure your business is sustainable and high-performing.

I want to work for HSBC because I believe in your values. You are dependable and you stand firm for what is right. You are trustworthy and take personal responsibility for your actions. You are open to different ideas and cultures, and you always communicate openly and honestly.

Finally, you are an organization that listens and you are very much connected to your customers, clients and communities. Those are the main reasons why I want to work for HSBC and build a long-term career here.”

WHY THE ROLE?

I want to work as a Customer Service Consultant because it’s a role that allows me to make a tangible difference in customers’ lives. The opportunity to be the first point of contact for customers, assisting them with their banking needs, is something that excites me. I believe providing exceptional service, particularly in banking, is about creating positive, trustworthy relationships. My experience in customer service at Tesco has prepared me to listen actively, understand individual needs, and resolve issues promptly. I enjoy going above and beyond to make sure customers leave feeling satisfied and supported. I want to work as a Customer Service Consultant at HSBC because I thrive in environments where no two days are the same. Every day brings different customer needs, challenges, and opportunities, and I find that variety incredibly motivating.

What draws me to this role specifically at HSBC is the emphasis on customer education. Helping customers become more comfortable with digital banking platforms is something I’m particularly excited about. With the rapid advancement of technology, I understand that many customers may feel uncertain or vulnerable navigating new systems, and I’m eager to help bridge that gap by guiding them through these services in a way that builds their confidence. This not only empowers the customer but also supports HSBC’s goal of expanding its digital footprint while keeping customer satisfaction at the forefront.

Moreover, the role’s focus on identifying and supporting vulnerable customers is something I find deeply rewarding. I’ve always strived to bring empathy and care into my work, and being able to recognize when a customer may need additional support, and tailoring my service to meet their needs, aligns with my values.

22
Q

“What do you know about HSBC’s digital services and products?”

A

HSBC is well-known for its commitment to digital innovation, providing a range of digital services and products that make banking more convenient and accessible for its customers. I’m particularly impressed with HSBC’s focus on evolving its services to meet the needs of an increasingly digital-savvy customer base while maintaining the highest security standards. Here are a few key digital services and products I am familiar with:

HSBC Mobile Banking App:
The mobile app is designed to provide customers with secure, 24/7 access to their accounts, allowing them to perform essential banking tasks like checking balances, making transfers, paying bills, and even managing credit cards. One feature I find particularly useful is the mobile cheque deposit, which allows customers to deposit cheques simply by taking a photo through the app. The app also offers personalized notifications that help customers stay informed about account activity in real time.

HSBC Online Banking:
The online banking platform allows customers to manage their accounts from any device, offering a comprehensive suite of services. Customers can view their transaction history, set up standing orders, manage direct debits, and apply for products such as loans or credit cards. The platform also integrates Global View and Global Transfers, allowing customers to manage multiple HSBC accounts across different countries, which is particularly useful for internationally active customers.

HSBC Secure Key:
HSBC places a strong emphasis on security, and the HSBC Secure Key is a crucial part of that. The Secure Key is either a digital feature within the app or a physical device that provides two-factor authentication, ensuring that customer accounts are protected from unauthorized access. This additional layer of security gives customers peace of mind while using online and mobile banking services.

HSBC Wealth and Personal Banking Digital Tools:
HSBC also offers a range of digital tools for customers looking to manage their investments and savings. Services like the HSBC InvestDirect platform allow customers to buy and sell shares online. Additionally, customers can use tools such as the Financial Fitness Score to assess their financial health and make better-informed decisions about savings, investments, and retirement planning.

Virtual Assistant and Live Chat:
HSBC has implemented a Virtual Assistant to help customers with common inquiries around the clock. For more complex questions, customers can use the live chat feature to speak directly to an HSBC representative, which enhances the overall customer service experience without needing to visit a branch.

23
Q

“Where do you see yourself in 5 years?” - FUTURE AT HSBC

A

“In 5 years, I see myself continuing to grow with HSBC, both personally and professionally. Initially, I want to become highly proficient in my role as a Customer Service Consultant by delivering excellent service, learning the company’s products and services, and building strong relationships with both customers and colleagues.

As I develop, I hope to take on more responsibilities and perhaps move into a leadership or specialist role within customer service, such as managing a team or working on process improvements that enhance the customer experience. I am also keen to explore opportunities to gain additional qualifications or training, which HSBC offers, to broaden my expertise and contribute to the company’s continued success.”

24
Q

“What does good customer service mean to you?”

A

To me, good customer service means creating a positive, seamless, and personalized experience for every customer, regardless of the complexity of their request. It’s about making sure that each customer feels valued, listened to, and supported from start to finish. Good customer service is not just about solving the immediate problem, but also anticipating their needs and going the extra mile to exceed their expectations.

For example, it means actively listening to customers’ concerns, asking the right questions to fully understand their needs, and offering tailored solutions that help them feel confident in their decisions. It also involves clear and effective communication—explaining complex processes in a way that is easy to understand, while being transparent and setting realistic expectations.

Another key aspect is empathy. Customers should feel like they are more than just a transaction, especially in situations where they may be frustrated or dealing with a sensitive issue. Demonstrating empathy builds trust and rapport, which fosters long-term relationships and loyalty.

Finally, in today’s fast-evolving banking landscape, good customer service also means being knowledgeable and adaptable to changes, especially when it comes to digital tools. Many customers may feel unsure about digital banking, and part of providing good service is patiently guiding them through these platforms, making sure they feel secure and empowered using modern tools.

In summary, good customer service is about providing more than just a solution—it’s about creating an experience that is personalized, empathetic, efficient, and leaves a lasting positive impression, making customers feel valued and confident in their relationship with the company.

25
Q

“What would you do to educate customers on fraud awareness?”

A

Educating customers on fraud awareness is a critical aspect of protecting their financial well-being, especially as digital and online banking become more prevalent. My approach to educating customers would focus on clear communication, proactive guidance, and building trust, ensuring they feel confident and knowledgeable about the risks and how to protect themselves.

Start with Simple, Practical Information:
Many customers are unfamiliar with the technical aspects of fraud, so I would begin by providing easy-to-understand examples of common fraud tactics, such as phishing emails, phone scams, and fraudulent links. I’d explain how fraudsters often impersonate banks or legitimate companies to trick customers into providing personal or financial information.

Highlight Key Red Flags:
I would teach customers how to recognize red flags, such as:

Unsolicited emails or calls asking for sensitive information.
Urgent requests to click on links or download attachments.
Transactions or login attempts they don’t recognize on their accounts. This would empower customers to stay vigilant and protect themselves from falling victim to fraud.
Explain HSBC’s Security Features:
I would educate customers about the specific security features HSBC provides to protect their accounts, such as two-factor authentication, HSBC Secure Key, and transaction alerts. I would show them how to activate and use these features, ensuring they understand how these tools help safeguard their accounts.

Provide Tips for Safe Banking Practices:
I would offer practical advice on safe banking habits, such as:

Never sharing personal information like passwords or PINs.
Regularly updating passwords and ensuring they are strong.
Using HSBC’s official channels (app, website, or phone) for communication rather than responding to unsolicited messages. I’d also stress the importance of regularly monitoring account activity and reporting any suspicious transactions immediately.
Offer Resources and Ongoing Support:
To make sure customers feel fully supported, I would point them to HSBC’s fraud awareness resources, such as online tutorials, brochures, or links to detailed fraud prevention guides. I’d also encourage them to use HSBC’s fraud helpline if they ever have doubts or concerns. For vulnerable or less tech-savvy customers, I’d take extra time to ensure they understand the material and feel confident in recognizing potential risks.

Follow Up and Reinforce the Message:
Fraud awareness isn’t a one-time conversation. I would reinforce these lessons during future interactions, offering reminders and updating customers on any new or emerging fraud tactics. This would help keep fraud awareness top-of-mind and ensure they’re always vigilant.

26
Q

“How do you stay motivated when handling repetitive tasks or challenging customers?”

A

Staying motivated, even when dealing with repetitive tasks or challenging customers, is something I’ve developed through a combination of mindset, focus on the bigger picture, and personal strategies:

Focus on Purpose:
I remind myself that even repetitive tasks serve an important purpose in delivering excellent service and maintaining the smooth operation of the business. Whether it’s helping customers with routine transactions or ensuring that systems run efficiently, I understand that every task I handle contributes to a positive customer experience and overall business success. This larger sense of purpose keeps me motivated and engaged, knowing that even small tasks play a key role in the company’s objectives.

Find Opportunities for Improvement:
Even with repetitive tasks, I constantly look for ways to improve how I work. Whether it’s finding ways to streamline processes or make small adjustments to increase efficiency, I see each task as an opportunity to refine my skills. In customer service roles, no two customer interactions are ever exactly the same, so I focus on learning from each experience—even if the task is routine, I adapt and adjust to improve.

Maintain a Positive Mindset with Challenging Customers:
When it comes to challenging customers, I stay motivated by focusing on empathy and the belief that I can turn a difficult situation around. I remind myself that often, customers are frustrated because they’re having a tough time, and my job is to help resolve their issue and improve their experience. I see these situations as opportunities to demonstrate patience, professionalism, and problem-solving—skills that are crucial to customer service success. If I can transform a negative experience into a positive one, it’s incredibly rewarding and motivates me to keep doing my best.

Set Small Goals:
To stay motivated, especially during repetitive tasks, I set small, achievable goals for myself throughout the day. For example, I might aim to handle a certain number of customer inquiries in a set timeframe or focus on improving my accuracy during routine tasks. Achieving these smaller goals keeps me focused and engaged.

Break Up Tasks and Balance:
I’ve learned the importance of balance when it comes to repetitive tasks. If I have control over my schedule, I break up repetitive tasks with other responsibilities to maintain mental freshness. This helps keep my energy up and prevents burnout, allowing me to deliver consistently high-quality work.

27
Q

“Describe a time when you worked as part of a team to solve an individuals issue.” Tell me about a time when you worked as part of a team.

A

As the Events Representative for the University of Southampton Tamil Society, I was responsible for organizing a scavenger hunt, one of the most anticipated events in our social calendar. On the day of the event, one of the participants reached out to me, expressing discomfort about the team they had been assigned to, as they didn’t know the members and felt isolated. This was a key issue, as it affected the individual’s ability to fully enjoy the event and participate.

Task:
My task was to ensure that the participant felt included and engaged without disrupting the event’s flow. I needed to work with my committee members, who were acting as team leaders for each scavenger hunt group, to resolve the issue swiftly while maintaining the overall success of the event.

Action:
I immediately communicated the situation to the team leaders in the group chat. We agreed that a quick reassignment would help the participant feel more comfortable. I suggested switching the individual to another team where they had friends and could participate more confidently. While I continued to manage the event’s flow by sending out clues and riddles, I delegated the task of speaking directly with both teams to one of the committee members to ensure a smooth transition.

Throughout this process, I stayed in regular contact with the team leaders to monitor how the participant was adjusting. I also followed up with the individual personally to make sure they were now comfortable and enjoying the event.

Result:
The participant was very appreciative of the quick resolution and felt much more at ease after being reassigned to a team they knew. The scavenger hunt continued without any issues, and the participant ended up having a great time. Feedback from both the participant and the committee members was positive, highlighting the team’s ability to work together to solve an issue without disrupting the overall experience. This experience reinforced the importance of teamwork, communication, and being responsive to individual needs—qualities that are crucial in providing excellent customer service.

28
Q

“Tell me about a time when you demonstrated resilience in the face of a difficult challenging situation and had to overcome it.”

A

Situation:
During my time as an Events Representative for the University of Southampton Tamil Society, I was tasked with organizing one of our major events: a cultural showcase that included performances, guest speakers, and catering for over 100 attendees. Just two days before the event, our main performer had to cancel due to an emergency, leaving a significant gap in the program that threatened the event’s success.

Task:
As the events representative, it was my responsibility to find a solution quickly and ensure the event would still deliver a great experience for the attendees. The challenge was not only finding a suitable replacement on such short notice but also maintaining the enthusiasm and confidence of the rest of the team in the face of this setback.

Action:
Rather than becoming discouraged, I immediately began reaching out to other performers within our network who might be able to step in. I contacted previous performers from the society, student groups, and local artists, explaining the situation and asking if they could help at short notice. In parallel, I worked with the rest of the committee to adjust the event program, making sure we could smoothly integrate a new act if one became available.

After hours of calls and emails, I successfully secured a new performer—a uni dance group who had participated in our past events. I worked closely with them to coordinate their performance and ensured that they had everything they needed to step in seamlessly. I also kept the team motivated, communicating openly about the progress I was making and ensuring they remained focused on preparing for the rest of the event.

Result:
Thanks to the quick adjustments and collective effort, the event went ahead as planned and was a huge success. The new performance was well-received, and attendees had no idea there had been a last-minute change. The experience taught me the importance of staying resilient, remaining solution-oriented, and using challenges as opportunities to demonstrate leadership. The ability to stay calm, focused, and persistent in the face of setbacks is something I continue to apply in all aspects of my work.

29
Q

“Strength and Weakness

A

I have several key strengths that will be useful working for HSBC in this role.

I am highly organized and can prioritize my work based on your commercial objectives. I can work alone and as part of a team, and I always take ownership of problems and challenges whenever they occur.

I am a good communicator, and whether it’s face-to-face, on the telephone, or via email, I will always be an excellent role model for the HSBC brand.

Finally, one of my greatest strengths is the fact I can be relied upon to deliver my work to a very high standard whilst providing outstanding customer service.

I understand excellent customer service is essential for HSBC to maintain its position as a market leader in what is a very competitive industry.

Customer-Centric Communication:
I am a strong communicator who genuinely enjoys interacting with people. Whether it’s face-to-face, over the phone, or via email, I always ensure that I listen carefully to understand peoples needs and respond in a clear and empathetic way. My experience at Tesco has helped me hone this skill, where I handled a wide range of customer queries, always striving to leave customers feeling valued and understood. This aligns perfectly with HSBC’s emphasis on delivering exceptional customer service and building long-lasting relationships.

Problem-Solving and Adaptability:
In fast-paced environments like banking and retail, unexpected challenges often arise. I’ve learned to think on my feet and find quick, effective solutions, whether it’s resolving customer issues or navigating new systems and policies. For example, while working at Tesco, I frequently encountered situations where I had to adapt to last-minute changes, like product availability or pricing discrepancies, and still ensure customers received a positive experience. HSBC’s focus on helping customers transition to digital platforms and resolving complex financial queries makes my adaptability and problem-solving skills essential for this role.

Empathy and Emotional Intelligence:
Having worked with diverse backgrounds, I’ve developed a strong sense of empathy and emotional intelligence, which is particularly important when dealing with vulnerable customers or those with complex needs. I’ve learned how to adjust my communication style to make sure every customer feels heard and respected, whether they are anxious about a financial decision or unfamiliar with digital services.

When it comes to weaknesses, I can’t say no to people. I automatically say yes if people ask me for help or assistance even if I dont have the capacity in my work schedule. This weakness is because I don’t want to let people down. However I am learning to be more mindful of the need to assess my work schedule to ensure I have the scope for additional responsibilities before saying yes.

30
Q

Tell me about yourself

A

Thank you for giving me the opportunity to be interviewed for this position with HSBC today. Before applying, I studied the job description carefully to ensure I had the skills and qualities to meet the expectations of the role. I am a people-person who always goes above and beyond for customers. I would describe myself as a person who is always curious and wants to learn as much as possible. I am creative and will help HSBC adapt to the ever changing needs of its customers, and I will always communicate in a way that helps build positive relationships with customers and my co-workers. If you hire me, I will be proud to work here and always strive to be a positive role model for the HSBC brand that you have worked so hard to build and maintain.
I have also completed a virtual job simulation in retail banking…
Outside of work I play 5 a side football and go to the gym and these hobbies not only keep me physically active but also help me stay focused and motivated in my work.

31
Q

Name a time where you have handled conflict in the workplace and how did you resolve it? - different working style at uni

A

Situation: During a university final year economics group coursework, I worked with a team member who preferred a more spontaneous, last-minute approach, while I typically planned tasks ahead of time.

Task: We had to collaborate on a problem sheet, and I needed to ensure that our different working styles didn’t negatively impact the quality of the final product or our ability to meet the deadline.

Action: Initially we clashed because we couldnt find a middle ground but then I initiated a conversation early to understand their working style and explained mine. We agreed to find a middle ground by setting key milestones that allowed for some flexibility while ensuring that major high mark questions were completed on time. I also adapted my approach by checking in regularly to ensure that both of us were aligned and aware of the upcoming deadline.

Result: By maintaining open communication and setting clear expectations, we were able to collaborate effectively. The problem sheet was completed on time, and we received positive feedback from our professor on the quality of the report, receiving nearly full marks. This experience taught me the importance of adapting to different working styles and ensuring collaboration through open communication.

32
Q

What are the HSBC values and tell me a time you demonstrated this in your work.

A

Situation:
As an Events Representative for the University of Southampton Tamil Society, I was responsible for organizing a large cultural event that involved performances, catering, and coordination with numerous team members. Just days before the event, one of the main performers had to cancel due to an emergency, which left a gap in our program that could have derailed the event. My goal was to handle the situation quickly, transparently, and ensure the event could still be a success.

Task:
I had to find a replacement performer on very short notice while keeping the rest of the team motivated and ensuring the quality of the event wasn’t compromised. This required demonstrating dependability by taking full responsibility, and acting with integrity to ensure the event remained true to its purpose.

Action:
To resolve the issue, I communicated openly with the rest of the team about the situation and asked for suggestions on potential replacements. I reached out to other performers we had worked with in the past, remaining open to new ideas and alternative solutions. During this process, I kept the performers and the team updated, ensuring transparency at every step. I also took responsibility for the overall event, coordinating the changes myself and ensuring that the new performer fit within the original vision of the event.

Result:
In the end, I secured a new performer—a university dance group—who was able to step in and perform beautifully. The event went ahead as planned, and attendees had no idea there had been a last-minute change. The success of the event was a result of acting with integrity, being dependable in handling the setback, and connecting with the team and community to find a solution that worked for everyone. This experience reinforced the importance of HSBC’s values, which I strive to demonstrate in my work every day.

33
Q

How do you respond to negative feedback and bad reviews. Time you received criticism

A

“If we receive a bad review, I will read it, contact the customer quickly, apologize if necessary, and respond in a polite, respectful, and professional manner.

If you don’t respond to bad reviews, or you respond in a defensive or negative way, it isn’t good for the company’s image or reputation.

I will then see what we can do to improve organizational processes and systems, so the same situation does not happen again.

It’s important to communicate with the customer who has left the bad review and inform them what you have done to put things right.”

Situation:
As an Events Representative for the University of Southampton Tamil Society, I was responsible for organizing various events, including meetings with committee members and external vendors. After one particularly large event, I received feedback from a fellow committee member that my communication style during the planning process was sometimes unclear. They felt that I had provided information in too many separate messages, which made it difficult for them to keep track of their tasks and responsibilities.

Task:
My task was to reflect on this criticism, understand how my communication could be improved, and ensure that future events were coordinated more smoothly by using clearer and more concise communication methods.

Action:
Instead of taking the criticism negatively, I recognized that this was an opportunity for me to improve my communication skills. I had a follow-up conversation with the committee member to fully understand their concerns. They explained that the multiple WhatsApp messages and emails I had sent, while well-intentioned, sometimes led to confusion because information was scattered and not always in one place.

Taking this feedback on board, I decided to change my approach for future events:

I consolidated important information into weekly updates or summaries, rather than sending messages frequently throughout the day.
I created a shared document that outlined key tasks, deadlines, and team responsibilities. This way, everyone could access the information they needed in one place, ensuring clarity.
I also made it a point to check in with the team regularly during meetings to ensure everyone understood their responsibilities, rather than relying solely on written communication.

Result:
As a result, future events ran much more smoothly, and the team found it easier to stay organized. The consolidated updates and shared task lists helped eliminate confusion, and my peers appreciated the more structured communication style. This experience taught me the importance of clear, organized communication and how adjusting my approach based on feedback can improve both teamwork and event outcomes.

34
Q

How would you handle a situation where a customer doesn’t want to use digital banking but prefers traditional methods?

A

If a customer expressed a preference for traditional banking over digital banking, I would first respect their choice and acknowledge that every customer has different comfort levels with technology. My priority would be to ensure they feel supported in whichever way they prefer to bank.

I would start by asking the customer about their specific concerns or hesitations regarding digital banking to understand their viewpoint. Some may have security concerns, while others might simply be unfamiliar with how digital banking works. By listening carefully, I can tailor my response to address their individual concerns.

Next, I would provide reassurance by explaining that HSBC offers a range of options to suit all customers, whether they prefer in-branch services or digital solutions. If they’re open to it, I would offer to give them a simple, step-by-step demonstration of how our digital banking services work, showing them how it can complement their traditional banking methods. I’d highlight the security features in place and how digital banking can offer convenience, especially for everyday tasks like checking balances, transferring funds, or paying bills, without replacing the traditional in-person services they’re used to.

However, I would also make it clear that if they prefer sticking with traditional banking methods, that’s perfectly fine. HSBC is committed to offering multiple ways to bank, and I would ensure they are aware of all the services available to them, such as in-branch assistance, telephone banking, or postal services. Ultimately, my goal would be to empower the customer to make the choice that suits them best, while providing reassurance and support no matter which method they choose.

35
Q

What steps would you take if you suspect a customer has been a victim of fraud?

A

If I suspected that a customer had been a victim of fraud, my priority would be to ensure their security and provide them with reassurance during what can be a stressful situation. First, I would remain calm and empathetic, actively listening to the customer’s concerns to fully understand what they’ve experienced. I would ask for specific details about the transactions or activities that led them to suspect fraud, making sure they feel heard and supported.

Next, I would verify the account activity by reviewing recent transactions with the customer’s permission, ensuring that I can confirm if any unauthorized activity has taken place. If there are signs of fraud, I would immediately take steps to secure the account, such as freezing it to prevent further transactions, changing passwords, and disabling any compromised cards. I would also advise the customer on setting up additional security measures like two-factor authentication to protect their account moving forward.

At this stage, I would escalate the issue to HSBC’s dedicated fraud team for further investigation, ensuring that the necessary measures are taken to recover any lost funds and prevent further damage. Throughout the process, I would keep the customer informed, providing regular updates and ensuring they know what steps are being taken to resolve the situation.

By staying calm, following clear protocols, and showing empathy, I would aim to not only resolve the issue but also restore the customer’s confidence in the bank’s ability to protect them.

36
Q

A customer walks in and seems confused about a banking process. How would you assist them? If a customer became frustrated with digital banking, how would you resolve their frustration? A customer claims there’s an error in their account that you can’t immediately verify. How do you handle the situation?

A

A customer walks in and seems confused about a banking process. How would you assist them?

First, I would greet the customer warmly and ask how I can assist them, ensuring they feel comfortable sharing their concerns. Once they explain the issue, I would listen carefully to fully understand which banking process is causing confusion. I would then explain the process step-by-step in simple, easy-to-understand terms, using real-life examples where appropriate. If it’s a process that involves paperwork or an online system, I would offer to guide them through it, either by demonstrating the steps or by helping them complete it. Throughout the interaction, I would check in with the customer to ensure they feel comfortable and that they understand each part of the explanation. Finally, I would confirm that all their questions have been answered and offer further support, either in person or by providing contact information in case they need more assistance later.

If a customer became frustrated with digital banking, how would you resolve their frustration?

I would start by acknowledging the customer’s frustration and apologizing for any inconvenience they may have experienced. I would remain calm and patient, ensuring the customer feels heard and understood. Next, I would ask them to explain the specific issue they’re facing with the digital banking platform. Based on their feedback, I would either guide them through the process they are struggling with or identify if there is a technical issue that needs further support. I’d walk them through the digital platform step by step, offering clear instructions and checking regularly that they are comfortable with the information. If needed, I would offer alternatives such as in-branch banking or phone support to provide them with other convenient options. Throughout the conversation, my goal would be to restore their confidence in using digital banking and ensure they leave with a positive impression.

A customer claims there’s an error in their account that you can’t immediately verify. How do you handle the situation?

I would start by acknowledging the customer’s concern and expressing my commitment to resolving the issue. I would ask them for the details of the error and review the account information available to me, ensuring I gather as much context as possible. If I can’t immediately verify the issue, I would explain that while I cannot confirm the error at that moment, I will take the necessary steps to investigate further. I would inform the customer about the process, including how long it may take to resolve and what follow-up actions I will take, so they feel reassured that their concern is being handled seriously. If appropriate, I would escalate the issue to the relevant department or team to ensure a thorough investigation. In the meantime, I would provide the customer with regular updates and let them know how they can reach me if they have further questions. My goal would be to ensure the customer feels supported and confident that the issue will be resolved.

37
Q

That’s the end of the interview. Do you have any questions for us?

A

What does success look like in this role?
What are the biggest challenges that someone in this role might face?
What do you enjoy most about working at HSBC?

38
Q

GO OVER JOB SIMULATIONS ON CV
READ CV AND COVER LETTER
READ JOB DESCRIPTION

A

I recently participated in Bloomberg’s job simulation on Forage, and it was incredibly useful to understand what it might be like to participate in a customer service team.
Through this program I realized that I really enjoy working in a fast paced, high pressure environment where I can change a customer’s day by providing high quality customer service and care. I would love to apply what I’ve learned in a customer service team at a company like HSBC.

I recently participated in Standard Bank’s Retail Banking job simulation on the Forage platform, and it was incredibly useful to understand what it might be like to participate on a retail team at Standard Bank.
I worked on a project to communicate with clients and diffuse difficult client interactions. I practiced customer service, sales, and relationship management processes and built my research and client communication skills in a real-world context.
Doing this program confirmed that I really enjoy working in relationship management and I’m excited to apply these skills on a retail team at a bank like HSBC.

WHAT DID YOU DO? CV POINTS

Retail Banking, Standard Bank
* Resolved a customer complaint by effectively communicating and addressing the issue, ensuring client satisfaction.
* Assisted customer in opening a new account, explaining the Customer Due Diligence (CDD) process, and outlining next steps.
* Gathered necessary customer information to evaluate creditworthiness by crafting a detailed and professional email.
* Successfully cross-sold three banking products, highlighting benefits, and highlighted the benefit of the bank’s product to a
customer.

Client Service, Bloomberg
* Developed a task management schedule to prioritise client inquiries based on urgency and importance, enhancing workflow
efficiency.
* Guided clients via professional email on how to monitor and analyse commodity markets using Bloomberg’s platform.
* De-escalated a challenging customer call by providing a clear solution and maintaining professionalism throughout the interaction.
* Troubleshot and resolved a client issue using the Bloomberg Help Centre, improving customer satisfaction with timely solutions.