Situational Judgement Test (SJT)

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As a graduate trainee, you are employed by a big bank. You answer a call from a dissatisfied customer as you begin your placement with the customer support team. He claims that he was anticipating receiving a refund for some banking costs that he had been incorrectly charged, but he has not yet done so. He notes that despite a promise from one of your colleagues that the reimbursement will be in his account today, the funds have not yet arrived. He raises his voice and becomes increasingly agitated. What do you think you’re MOST LIKELY to say to him?

"Let me check with the colleague you mentioned about what the situation is. If you can hold for a couple of minutes I will speak to them and will be back with you in no time." "I am sure there is a logical explanation for this. If you give me your details I will look into it for you." "I will do all I can to help you with this issue. If you give me your account details, I will investigate what has happened here." "Sir, I can hear that you are really upset, but I need you to calm down so that I can help you."

Correct Answer:

"I will do all I can to help you with this issue. If you give me your account details, I will investigate what has happened here."

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