Branch Service Client Engagement Skills

What does the word "mindset" in Service Excellent means?

• Initiative

• Culture

• Performance

• Core Values

How can we consistently provide excellent service to our customers?

• By giving more to our customers

• By agreeing & assisting customers with all services requested

• By aligning Citi's core values with our personal values as an employee

• By placing our self beliefs first at all times

Citi Client Obsession Principles covers

• We take ownership

• Fix the basics

• Best in class experience

• Culture of client Obsession

• I act as the client

How many stages of customer journey does Citi has?

• 4

• 3

• 5

• 6

Why do you think After-Service phase is important?

• To ensure we meet the minimum service expectations given to our customers

• To ensure we exceeded customers expectations

• To customised customers needs and make sure customers enquiries are resolved

• Citi uses feedback to maintain/heighten the quality of service we deliver

To ensure we are in the same page as our clients, we need to know how to

• Overcome Barriers

• Practice Active Listening

• Adjusting to the client

• Communicate effectively over the phone

Which of the below are physiological barriers?

• Biases, noise, illness

• Memory, overconfidence, stress

• Stress, fatigue, illness

• Face mask, stress, biases

Anger & Biases are both

• Physical barriers

• Physiological barriers

• Semantic / Cultural barriers

• Psychological barriers

A.C.T.I.V.E is the acronym for

• Attention, Clarify, Test, Infer, 3Vs, Evaluate

• Attention, Clear, Transparent, Infer, 3Vs, Evaluate

• Attend, Clarify, Test, Interrogate, Visual, Evaluate

3Vs represents

• Visual, Video, Vocal

• Visual, Verbal, Vintage

• Visual, Verbal, Vocal

• Veni, Vidi, Vici