Customer Experience Challenge

Front

Is it necessary to follow-up on a resolved customer service complaint?

Back

false

Front

How can you show that you are actively listening to a customer?

Back

By Using affirmative words such as ‘OK’ and ‘Yes’

Front

What is the Banks’ standard way of greeting a customer?

Back

Good Morning, Welcome to Guaranty Trust Bank plc

Front

What do customers who complain want?

Back

To be heard and have their experience validated

Front

Which is NOT a Key Point to Great Customer Service?

Back

Talk, Don't Listen

Front

When dealing with a customer, you should not:

Back

Get caught up in an argument or use the word “No”, give out orders or place blame on the customer, tell the customer the fault is from another unit in the bank.

Front

Great way to handle a complaint would be to?

Back

Hear the Customer out, calm the Customer and resolve the situation

Front

When a customer complains, you should always

Back

Apologize

Front

When dealing with customers face to face, which way do you communicate with them more effectively?

Back

All of the above

Front

What is the likely outcome of getting defensive with angry customers?

Back

Escalate the situation