Customer Service Policy Quiz

What is the main purpose of the customer service department?

• To ensure all customers receive exceptional service

• To handle financial transactions

• To manage employee schedules

• To create marketing strategies

How many branches does the company have on Google Business?

• 7

• 3

• 5

• 10

What should you do if you miss a call?

• Send a text message

• Call back after 24 hours

• Return the call within 4 business hours

• Ignore it

What is the response time for a text message?

• 2 hours

• 15 minutes

• 1 hour

• 30 minutes

Which of the following is NOT a responsibility of the customer service agents?

• Handling customer complaints

• Creating leads

• Conducting financial audits

• Managing social media accounts

What should you do if a borrower requires assistance in a language other than English?

• Transfer the call to someone who speaks that language

• Hang up the call

• Ask them to speak English

• Ignore their request

What is the minimum time to clear an escalation ticket?

• 4 hours

• 1 business day

• 30 minutes

• 2 business days

What should you do if a customer requests sensitive information via text?

• Respond immediately

• Politely decline to provide it

• Ignore the request

• Send the information anyway

What is the proper way to introduce yourself on a call?

• Hello, who is this?

• This is [your name], what do you want?

• This is [your name] from Loan Factory. How may I assist you?

• Hi, I’m here to help you.

Which of the following is a prohibited activity?

• Creating leads

• Providing customer service

• Offering loan programs

• Responding to inquiries