Fixing an Oops Mystery Shopping Round 1

Becky ordered a new debit card because she lost her card while dancing at the club. She was unware of the $5 fee for ordering a new card. She came into the branch ripping and roaring saying no one told her there was a fee. What is the best approach to this situation?
Say it’s not your problem she lost it; she should take responsibility for her actions
Apologize and say there is nothing we can do for her
Apologize and ask a manager if we can rebate the fee; since she was not aware of the fee
Ignore her until she goes away
If a customer comes into the branch complaining about a certain bank error on their deposit, it is okay to give the name of the employee that made the error because it was not your fault.
True
False
4. When a Commercial Loan customer calls to advise that they have not received their monthly statement, you should:
Tell them they must have lost it and need to be more careful with their mail
Forward them to the Commercial Loan Department and let them deal with it
Apologize to the customer and tell them you will send them a copy of the statement and ask how they would like to receive it. At the end of the conversation, ask how else you can help them today?
When a commercial loan customer calls in to complain because a late charge has been assessed to their loan in error, you should say “I apologize if there was an error was made. Your loan officer will need to review your loan to see why this happened. May I place you on hold while I see if he/she is available to talk with you?
True
False
Every customer, even those bringing a complaint, should be greeted within:
5 seconds
10 seconds
1 minute
30 seconds
The first thing you should do when a customer comes in with a complaint is:
Apologize
Listen to the customer, let them tell the entire story from their perspective
Sell them a CD
Call you manager/supervisor and let them deal with it
1. When a customer comes in complaining about a fee on their account that they said was charged in error should you:
Tell them they’re wrong
Listen and empathize, make sure you understand the situation and try to correct it
Ignore them
Rebate the fee without researching
A customer comes in complaining about an inactivity fee on their account. They want the fee rebated and they say they don’t need help logging into their online banking. Do you:
Listen to them and explain that it was charged to their account because they haven’t been logging in and offer them help so it doesn’t happen again
Rebate the fee
Laugh at them
Tell them to get over it
Before a customer leaves make sure to ask:
An open-ended question such as "How else may I help you?"
Their name
If they care more about rate or value
If they would like to open a checking account
If a coworker comes to your office with a complaint you should:
Tell other, uninvolved coworkers about it
Tell them you will get to them when you can get to them
Tell them you are too busy now and schedule a time later to hear them out
Follow the checklist and provide extraordinary internal customer service
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