NPS & Weekly Attestation
Customer Service Excellence Quiz
Test your understanding of customer service in the financial industry with our engaging quiz! Get insights on how to handle various customer situations and improve your service skills.
In this quiz, you will encounter:
- Scenario-based questions
- Multiple choice challenges
- Range assessments for empathy
The customer says "I cannot believe you charge for stopping a payment." What face do you imagine on the other side of the phone?
How would you rate your customer service?
0
1
2
3
4
5
6
7
8
9
10
Not at all likelyExtremely likely
The customer says "I've been trying to log on all morning and nothing works with your website." What face do you imagine on the other side of the phone?
A customer qualifies for a circumstance override if they mention they just lost their job
True
False
This is the new ATM card consent script: "Do you want to order a new [ATM or debit] card?"
True
False
The customer says "Thank you so much for helping me today." What face do you imagine on the other side of the phone?
Please check the box if you understand DCOS is an optional service that allows Wells Fargo to approve or pay ATM and everyday (one-time) debit card transactions on a customer’s eligible account, at our discretion, if the transaction amount exceeds the customer’s available balance in the account or in accounts linked for ODP.
Please check the box if you understand you should only bypass authentication as the VL guidelines tell you to.
The customer says "I am desperate please help me with these fees" What face do you imagine on the other side of the phone?
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