HSBC Customer Service Associate interview questions

First interview was a general interview with a job agency, apparently most jobs are now outsourced to them. Second interview was held at branch, where a HR and a bank manager were present. It consisted of a general interview, followed by a short test of about 20-30 mins, testing on your attention to detail (numerical figures and words). I got the job about a week after.

So after completing the online application I had a telephone interview. The telephone interview consists mainly of the 'can you give me an example of a time when..' type questions. I can't remember the exact questions and I think there was one about why do you want to work for us. After answering the questions the interviewer assess my answers and gives me the outcome right away, I was successful and onto the next stage (woohoo) Next I was invited for a face to face interview. This was at the contact centre in Leeds, West Yorkshire (beautiful building!). This was in two parts a face to face interview and a role play. Just me and the interviewer in a room firstly he speaks about the job role, salary, holidays, benefits etc. You just sit and listen really!! Face to face interview (Passed). This was similar to the telephone interview, again more questions like 'can you give me an example of a time when..'. Some questions were the same as the telephone interview so I just used the same answers. One bit of advice I was given on the feedback was instead of using 'we did this' use the phrase 'I did this' so it looks like you were more involved/in control of a situation. Role play (failed). Here I was given a telephone and a computer screen to read off. The interviewer explains everything so I won't bother, you're given about 15mins to prepare, ask questions if you're unsure about anything you will NOT be marked down for this get as much info from the interviewer as you need. The interviewer is the one who calls you, they use a friendly manner and just want help. Not an awkward customer at all!! I receive two calls. First call- customer going on holiday and wants to transfer some money from one account to the other. You do that and help them with anything else they need. Mention travel insurance to the customer because they are going abroad, ask them if it's something they'd be interested in, once everything is done you say bye and make very brief notes on screen about the call and what you did. That will be explained to you. Second call- I don't remember much but I think it was just a customer wanting help, transferring money, setting up a saving account etc. And also they ask you to workout how much money they'll have left after a transfer ( you're given a calculator) it's very basic minus the transferred amount from the amount they originally had. In my feedback I was told I failed the role play because I didn't build a rapport with the customer. In the first call I should've said something along the lines of 'have a good holiday' or ask 'are you off anywhere nice' that sort of thing and I would've got the job. Also I made a very small mistake when working out how much money the customer has left after the transfer (I rushed a little because of nerves). So repeat the calculation to make sure you haven't made any mistakes. Very very harsh IMO because I've never done a call centre role before. I even asked in the feedback if we could work on that because it was such a small error and he said no. Be as friendly as you can in your role play and throughout the interview show that you're positive and enthusiastic. Hope this helps, this is very detailed and you should get the job with this information. If you do I'd like a box of chocolates please. Happy new year to you all :D