WorksheetsComplaint Handling & CMS
Total questions: 9
Worksheet time: 9mins
How would you classify a complaint as 'serious'?
All complaints are serious!
Complaints escalated to HoRBWM or CEO offices are considered serious.
As stated in FIM, complaints that are about to breach SLA are serious complaints.
Complaint types listed in FIM serious complaint table.
Customer suggested that he was informed that his card would be issued free of charge, but annual fees got deducted. What do you do?
It's enough to refund the annual fees to the customer, exceptionally.
Log it as misselling complaint and follow escalation matrix.
The customer signed the application and KFD when applying for the card. Nothing should be done.
Log a complaint and forward it to the staff that sold the card.
I log a complaint with 5-Day SLA. It's the 5th day already - Should I do anything?
My role is to log the complaint, not to follow up on it.
I should start tracing the Action Party after the SLA breaches only.
I should start tracing the Action Party on the 2nd Working day.
I should close it regardless of outcome. I can just reopen it again so the SLA breach doesn't show.
If a customer walks in with a complaint and I manage to fix the issue, do I have to log it on CMS?
Any customer dissatisfaction must be logged on CMS.
No need to log the complaint if I've already resolved it.
We log the complaint and forward it to CE to be recognized.
We ask the customer to call Contact Center to promote digital engagement.
Customer complaints from Cash Manager attitude. In my opinion, as a Branch Manager, the Cash Manager was explaining the procedures in a firm, strict, and a bit aggressive tone. What root cause area should I select when closing the complaint?
I always select my branch name as root cause area. Gotta raise the branch presence!
Set the root cause area to Invalid CMS and close the complaint. The customer doesn't know what he's saying. pffft.
Even though the Cash Manager was aggressive, but I trust him. I'm sure he had a reason to be aggressive. I'll select 'Customer Error' as root cause area.
I'll select the branch as root cause area since regardless of what the issue is, we have to maintain discipline and professionalism in my customer responses.
I'm the branch. I just received a complaint from Collections team. What type of information should I ensure mentioning in the final Complaints Findings?
Final details and whether we've provided refunds or not.
Just say 'Customer contacted. Case closed' is sufficient. As long as the customer is happy.
Our final response should not only show details and actions done, but also demonstrate that we've sought a fair outcome overall.
I don't have to close it. Just return it to Collections team and they'll close it at their end.
My subordinate promised the customer that his loan would be processed on Monday. It's Wednesday and the customer called to complain as he hasn't been contacted with an update.
How should I handle this at the branch?
Select my branch as Root Cause Area only. No need to write the staff name or mention what the mistake was.
Clearly state what the mistake was and the staff name, but select 'invalid CMS' so our branch doesn't show in the overall log of complaints.
We need to ensure stating that coaching has been conducted, by whom, and who the attendees were.
Select RCS as the root cause Area. It's not the branch fault there was delay.
After finalizing the complaint, I called the customer and he didn't answer. What should I do?
Just close the complaint. The customer can get update from Contact Center anyway.
I'll find the customer on Facebook and message him. Easy!
I try to reach the customer three different times at different intervals, then I'll just update CMS once with 'Called the customer 3 times and he's unreachable'.
I try to reach the customer three different times at different intervals, then I'll update CMS each time I call him then close the CMS.
When should a complaint be reopened? Select all that apply.
If a customer requested delivery, complained, then complaint was closed with delivery promise, then he called again after not receiving the card.
If a customer complains that Maadi branch ATM isn't working, then it gets fixed, then he tries next week and it malfunctioned again.
If the customer was unreachable when the initial complaint was closed.
I just logged a complaint then closed it by mistake. I can just reopen the complaint to save time.
I found a complaint without clear fair outcome provided or clarified.
