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WorksheetsBranch Service Client Engagement Skills
Total questions: 16
Worksheet time: 7mins
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
Individual whom is assertive usually is
Dominant in nature
Decisive in nature
Steady in nature
Competent in nature
We need to make adjustments to match our client's communication style.
False
True
What are the example of internal Roadblocks?
Processes, fatigue, mental wellness etc
Fear of making mistakes, assumptions, mental wellness etc
Rules, processes etc
Biases, rules, fear of making mistakes, self-inflicted fear etc
Why do we need service recovery measures?
To Winback customers
To correct a mistake
Promote customer loyalty
Convert potential detractors to promoters
Which are the 2 Service recovery techniques?
HEED & Sandwich
ACTIVE Listening & Sandwich
Empathy & Sandwich
3Vs & Sandwich
When we apply Sandwich service recovery technique to convey a "No", it is advisable we deliver...
Positive, Positive, Negative statements
Positive, Negative, Positive statements
Negative, Positive, Positive statements
Negative, Negative, Positive statements
