
RM Complaint Handling
Authored by Marinda Putri
Professional Development
Professional Development
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa yang menyebabkan orang komplain, kecuali...?
Tidak sesuai dengan harapan
ingin pelayanan lebih baik
ingin diistimewakan
sangat puas dan terharu dengan service yang diberikan
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
komplain juga mendatangkan manfaat yaitu ...
terciptanya peluang bisnis baru apabila tetangani dengan baik
mendatangkan masalah yang rumit
membuat kita semakin dihindari oleh nasabah
nasabah menjadi marah
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
potensi komplain dari nasabah yang mungkin terjadi , kecuali..
tidak pernah / jarang di follow up
polis belum diterima oleh nasabah
pujian yang tulus
nilai investasi yang tidak maksimal
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
yang bukan channel yang bisa diakses nasabah apabila ingin mengajukan komplain terhadap AIA agar dapat ditangani dengan baik yaitu ..
AIA Kantor Pusat
contact center 1500980
Tenaga Pemasar / BC
kerabat dekat nasabah
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Teknik untuk menangani komplain nasabah adalah..
Listen - Acknowledge - Defuse- Refocus
Listen - Agree - Demonstate - Refocus
Listen - Action - Defuse - Recovery
Listen - Acknowledge - Demonstrate - Recovery
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Tunjukkan sikap empati terhadap keberatan nasabah adalah teknik complaint handling yaitu ..
Listen
Acknowledge
Defuse
refocus
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
dibawah ini merupakan tahapan wealth management Pyramid kecuali...
Wealth accumulation
wealth protection
Wealth distribution
wealth deduction
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