Barclays Customer Service Scenario-Based Questions

1. A customer calls in visibly upset about an unexpected fee on their account. How would you handle the situation to both resolve their issue and ensure they feel valued?

2. You receive a complaint from a customer who claims their recent transaction was not authorized. How do you approach the situation while ensuring security protocols are followed?

3. A long-time customer is considering leaving Barclays due to recent service issues. What steps would you take to retain their business and rebuild their trust?

4. During a busy period, a customer expresses frustration with long wait times for assistance. How do you address their concerns while managing your workload?

5. A colleague has been consistently negative in team meetings, affecting overall morale. How would you approach this colleague to promote a more positive work environment?

6. A customer requests information about a financial product that you are unfamiliar with. What is your approach to ensure they receive accurate information without risking their trust in Barclays?

7. You discover that a customer has been misinformed about their account options due to incorrect advice from a previous representative. How do you rectify the situation and educate the customer?

8. A customer has been loyal to Barclays for many years but is now frustrated with a recent system change that has impacted their banking experience. How would you communicate the reasons for the change and assist them?

9. You notice a pattern of complaints regarding a specific service offered by Barclays. How do you address this internally while ensuring customers feel heard and valued?

10. A high-profile client you've been working with has expressed dissatisfaction with a recent transaction. How would you manage this situation to turn it around and restore their confidence in your services?