Standar Layanan CSO
Authored by Tjioe Maitreya
Professional Development
1st Grade
Used 8+ times
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20 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Apabila ada nasabah yang mengatakan "Mau ke CSO" dan kemudian CXO menanyakan secara spesifik transaksi yang ingin dilakukan oleh nasabah sehingga dapat memecah antrian secara optimal merupakan tindakan yang mencerminkan point...
Commitment
New Experience
Highly Customer Participation
Informative
2.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Apabila nasabah datang ke cabang pukul 14.00, maka ucapan salam yang benar adalah
Selamat siang
Selamat malam
Selamat sore
Selamat pagi
3.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Berikut ini merupakan tindakan CXO yang mencerminkan point New Experience, kecuali...
Meyakinkan nasabah untuk mau mencoba penggunaan mesin baru secara self-service
Membaca perilaku nasabah apabila merasa kesulitan dan langsung siap sedia membantu
Menunjukan perilaku yang selalu siap mendampingi dan membantu nasabah
Salam, Senyum, Sapa
4.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Berikut ini merupakan tindakan yang termasuk pada kategori Tanggap, kecuali...
Mempergunakan waktu secara produktif
Dapat mengidentifikasi pekerjaan apa yang menjadi tanggung jawabnya
Bertanggung jawab atas hasil pekerjaanya
Menerima kritik dengan sikap positif
5.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Dalam memberikan layanan digital, CXO harus memperhatikan 4 point utama, yaitu EPIC. Arti huruf P pada kata EPIC berarti
Commitment
Highly Customer Participation
Informative
New Experience
6.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Memastikan selalu ada petugas banking hall selama jam layanan yang sigap melayani, merupakan tindakan yang mencerminkan point
Informative
Highly Customer Participation
New Experience
Commitment
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Mengedukasi nasabah terkait fitur-fitur pada mesin digital yang sedang digunakan, sehingga nasabah merasa mudah menggunakan mesin digital BCA, merupakan tindakan yang mencerminkan point
New Experience
Commitment
Highly Customer Participation
Informative
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