EXAM: CX with Complaints Handling | July 22, 2023

Employee no.

Last name

1. What specific provision in BSP Circular 857 discusses the requirements for the complaints management?

• A. Effective Recourse
• B. Fair Treatment
• C. Disclosure and Transparency

2. The following are requirements of the Complaints Mechanism of the BSP FCP except for:

• A. Establishment of Consumer Assistance Management System (CAMS)
• B. Maintain a complaints record / database
• C. Analyze and escalate to Board of Directors

3. For PSBank, what do you call the team responsible for Complaints Resolution?

• A. Consumer Assistance Management Department
• B. CX Insights and Profiles Department
• C. Customer Feedback Department

4. What do you call the cluster of Senior Officers (SOs) who provide disposition on issues?

• A. Personnel Committee
• B. SQ Council
• C. CX Council

5. The following are members of the cluster of SOs mentioned in Question 4 except for:

• A. Dan Duplito
• B. Neil Estrellado
• C. Jane Valero

6. The 4-step Complaints Handling Process of PSBank includes Acknowledgement, Disposition, Investigation & XMAN, and Closing .

• A. True
• B. False

7. What is our TAT for the issuance of DISPOSITION?

• A. 3 hrs
• B. 2 hrs
• C. 1 hr

8. The following are elements of Code RED except for:

• A. Internet Smear Campaign
• B. Complaint filed by BSP Deputies
• C. Valued Client
• D. None. All are elements of Code RED