Customer Relations Refresher Quiz

What is a complaint?

• a statement that something is unsatisfactory or unacceptable.

• a statement that something is satisfactory or acceptable

• a statement that something is fair and wrong

• a statement that something is incorrect and unreliable

What 3 categories can all complaints be narrowed down to?

• Financial Loss, Customer Dissatisfaction, Material annoyance.

• Financial gain, Material Distress , Material convenience

• Material inconvenience, Financial Loss, Material Distress

• Material Distress, Financial waste, Material dissatisfaction

When will a customer receive an Complaint Acknowledgment letter?

• Within 14 working days

• Within 10 working days

• Within 7 working days

• Within 5 workings days

How long does the Customer Relations team have to resolve a complaint?

• 45 days

• 56 days

• 62 days

• 38 days

What can a customer complain about? (select all that apply)

• They have been charged when they shouldn't have

• They have received a late payment charge after not making a payment on time

• They are not happy with their experience

• They have been advised incorrectly

• They have not been advised at all

Query or Complaint? “I was on hold for 25 minutes waiting to get through. How much is this costing me?”

• Query

• Complaint

Query or Complaint? “Why are you reporting my agreement as being in arrears on my credit file?”

• Query

• Complaint

Query or Complaint? “You’ve taken my payment twice which has left me with no money in my bank account, with bank charges, I need this sorted now.”

• Query

• Complaint

Query or Complaint? “My dealer has provided you with all the docs you need but you’ve not paid out on the deal quick enough before I go on holiday which has resulted in me having to hire a car.”

• Query

• Complaint

How can a customer complain? (select all that apply)

• Writes to us to detail their complaint

• By speaking to a member of staff via telephone

• Complains on their social media accounts without telling us

• Complains to a member of staff in public