End of Module Review

In your own words describe what a complaint is

Name 3 things customers may complain about

What do we call complaints that come from the Financial Ombudsman?

Highlight the below scenarios that should be coached back

A customer comes to us about poor service in a branch.

A customer complains about not receiving a card in the mail when a banker promised it would be there in 3 days.

A customer emails to say his account has not been set up properly in the branch.

A customer is concerned that someone has been looking at his banking profile.

A customer wants his $9 dishonour fee refunded

A customer queries the rate on his maxi saver and wants interest adjusted.

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