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WorksheetsCustomer Satisfaction
Total questions: 15
Worksheet time: 8mins
Customer Experience is
Process of dealing with members/clients query with first time right approach
The process of empathetic listening and responding to emails
Answer all of the questions asked
All of the above
A member writes an email and we can observe words that indicate member is unhappy, dissatisfied etc. What should you do?
Log a complaint
Take ownership and investigate to resolve the concern
Both options
What is the validity of a letter of authority?
6 Months
8 Months
12 Months
3 Months
We at Mercer safeguard customer and client interest by:
Ensuring DPA is done before sharing information
Do not disclose client/member information to unauthorized people
Treat Customers Fairly
All of the above
Member’s contribution investment delayed due to administration error. What should Mercer do?
Complete the investment without correction though it’s delayed
Follow rectification and E&O process to correct the investment
Do not flag to anybody
All of the above
Select the best practices to secure client data:
Always use password to secure file and send encrypted emails
Throw the paper with the client data to dustbin once done
Share client information externally
All the Above
You receive a suspicious email seeking client/pension information. What should Mercer do?
Report Phishing Immediately
Deal with the email and share information
Both a & b
Do not take action and retain the email
You must report a disclosure of breach within:
6 Hours
12 Hours
24 Hours
48 Hours
Who must report the disclosure breach:
The one who identifies the incident first
Nobody
Both a & b
Neither a & b
Customers who complaint want:
Benefits for nothing gone wrong
To be heard and have their dissatisfaction validated
To vent for sport of it
A & C
If we do not hear responses on referrals or queries in time, you should:
Pend the job
Follow up regularly and escalate
Reassign the job to UK
Terminate the job
I am one of your clients who is farmer owner and provides one of the largest dairy cooperatives in the world.
Arla
Santander
GKN
Pepsico
FORD
Smiths IND
Morrisons
GKN
Good Customer Service can help:
Advocate and promote our organization services
Retain existing clients and gain new clients
Increase organization reputation and credibility
All the options
UK's Leading Food and Drink Wholesaler, looking after over 400k Catering Customers Nationwide.
Bookers
Morrisons
Kelda
Cadent Gas
