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WorksheetsCustomer Service Policy Quiz
Total questions: 27
Worksheet time: 14mins
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
What is the response time for a Facebook message?
1 hour
2 minutes
30 minutes
4 hours
What should you do if you receive a complaint from a listing agent?
Ignore the complaint
Redirect them to the buyer’s agent
Create a ticket
Respond with details
What is the working hour for David Nguyen?
9AM - 6PM (EST)
7AM - 4PM (PST)
8AM - 5PM (EST)
8AM - 5PM (PST)
What should you do if a customer asks for a physical office?
Ignore their request
Direct them to the website
Tell them we have no offices
Inform them to make an appointment
What is the maximum time allowed for a live chat response?
1 minute
5 minutes
10 minutes
2 minutes
What should you do if a customer is not interested in your services?
Archive the lead
Create a ticket
Ignore them
Call them back later
What should you do if you cannot reach a borrower after two attempts?
Ignore the borrower
Create a ticket
Keep trying indefinitely
Archive the file
What is the response time for a customer request?
2 hours
1 hour
30 minutes
4 hours
What should you do if a customer requests a loan program?
Create a ticket
Ignore the request
Provide the information
Inform them that a Loan Officer will call them
What is the first step in handling a customer complaint?
Ignore it
Transfer to another department
Respond immediately
Create a ticket
What is the response time for a missed call?
Less than 1 hour
Less than 4 business hours
Less than 30 minutes
Less than 2 hours
What is the response time for a live chat?
1 minute
2 minutes
10 minutes
5 minutes
What should you do if you cannot reach a borrower after two attempts?
Keep trying indefinitely
Archive the file
Ignore the borrower
Create a ticket
What is the response time for a customer request?
4 hours
30 minutes
1 hour
2 hours
What should you do if a customer requests a loan program?
Inform them that a Loan Officer will call them
Provide the information
Create a ticket
Ignore the request
What is the role of the marketing department in setting up a new member?
Access to Google Business and Yelp
Create a Google account
Manage customer complaints
Handle financial transactions
What is the first step in handling a customer complaint?
Respond immediately
Create a ticket
Transfer to another department
Ignore it
