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WorksheetsCustomer Relations Refresher Quiz
Total questions: 12
Worksheet time: 7mins
What is a complaint?
a statement that something is unsatisfactory or unacceptable.
a statement that something is satisfactory or acceptable
a statement that something is fair and wrong
a statement that something is incorrect and unreliable
What 3 categories can all complaints be narrowed down to?
Financial Loss, Customer Dissatisfaction, Material annoyance.
Financial gain, Material Distress , Material convenience
Material inconvenience, Financial Loss, Material Distress
Material Distress, Financial waste, Material dissatisfaction
When will a customer receive an Complaint Acknowledgment letter?
Within 14 working days
Within 10 working days
Within 7 working days
Within 5 workings days
How long does the Customer Relations team have to resolve a complaint?
45 days
56 days
62 days
38 days
What can a customer complain about? (select all that apply)
They have been charged when they shouldn't have
They have received a late payment charge after not making a payment on time
They are not happy with their experience
They have been advised incorrectly
They have not been advised at all
Query or Complaint? “I was on hold for 25 minutes waiting to get through. How much is this costing me?”
Query
Complaint
Query or Complaint? “Why are you reporting my agreement as being in arrears on my credit file?”
Query
Complaint
Query or Complaint? “You’ve taken my payment twice which has left me with no money in my bank account, with bank charges, I need this sorted now.”
Query
Complaint
Query or Complaint? “My dealer has provided you with all the docs you need but you’ve not paid out on the deal quick enough before I go on holiday which has resulted in me having to hire a car.”
Query
Complaint
How can a customer complain? (select all that apply)
Writes to us to detail their complaint
By speaking to a member of staff via telephone
Complains on their social media accounts without telling us
Complains to a member of staff in public
What does S.E.C stand for?
Search, Explain and Correct
Summarise, Explain and Check
Summarise, Explain and Correct
Summarise, Educate and Communicate
What are the 3 A's?
Assurance, Arrangement and Apology
Argument, Appreciation and Apology
Appreciation, Assurance and Apology
Assertiveness, Appreciation and Assurance
