Standards of Service: Waiting on Lobby Cusotmer & Telephone Standards

A professional office setting with a customer service representative greeting a customer in a lobby, emphasizing warmth and attentiveness.

Customer Service Excellence Quiz

Test your knowledge on the essential standards of customer service when interacting with lobby clients and handling telephone communications. This engaging quiz will help reinforce best practices for customer engagement and enhance your service skills.

12 challenging questions
Multiple choice format
Instant scoring

12 Questions3 MinutesCreated by EngagingSmile420

____ is responsible for making sure customers are noticed and greeted immediately.

Lobby monitors

All FES/CRS

Everyone

Officers

Practice " ____" banking. Don't become so burried in your work that you never look up from your desk.

Heads up

Closed door

Open door

Heads down

_____ is excellent security. Con artist and potential robbes do not like to be noticed. If they are greeted promptly, they are more likely to leave immediately without trying to pull a scam or rob the office.

Inattentive

911

Thoughtfulness

Attentiveness

In consideration of our co-workers and to avoid unnecessary backups in the lobby, avoid ___ from your desk.

Eating

Exteneded phone calls

Extended absences

Smoking

The ___ is one of the most important and influential tools to influence the ____.

Cash, Customer experience

Telephone, Customer experience

Telephone, Co-workers experience

Cash, Co-workers experience

The individual on the line cannot see you, so your words, voice inflection, and how you handle the call will be the ____ that the individual will have of the bank.

First impression

Only impression

Best impression

Final impression

The telephone should be answered by ___.

The next person available

All FES's

None

All individuals

Have a ___ on your face when you answer the phone, it will show in your voice.

Smirk

Frown

Smile

Grin

Obtain caller's ___ and use it at least once during the conversatioin.

Name

Account number

SSN

Status

Check voicemail frequenty and return all calls within ____ .

24 hours

2 business hours

12 hours

5 business hours

Standards of Service: Waiting on Lobby Cusotmer & Telephone Standards

Customer Service Excellence Quiz

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