Fixing an Oops Mystery Shopping Round 1

Becky ordered a new debit card because she lost her card while dancing at the club. She was unware of the $5 fee for ordering a new card. She came into the branch ripping and roaring saying no one told her there was a fee. What is the best approach to this situation?

Say it’s not your problem she lost it; she should take responsibility for her actions

Apologize and say there is nothing we can do for her

Apologize and ask a manager if we can rebate the fee; since she was not aware of the fee

Ignore her until she goes away

If a customer comes into the branch complaining about a certain bank error on their deposit, it is okay to give the name of the employee that made the error because it was not your fault.

True

False

4. When a Commercial Loan customer calls to advise that they have not received their monthly statement, you should:

Tell them they must have lost it and need to be more careful with their mail

Forward them to the Commercial Loan Department and let them deal with it

Apologize to the customer and tell them you will send them a copy of the statement and ask how they would like to receive it. At the end of the conversation, ask how else you can help them today?

When a commercial loan customer calls in to complain because a late charge has been assessed to their loan in error, you should say “I apologize if there was an error was made. Your loan officer will need to review your loan to see why this happened. May I place you on hold while I see if he/she is available to talk with you?

True

False

Every customer, even those bringing a complaint, should be greeted within:

5 seconds

10 seconds

1 minute

30 seconds

The first thing you should do when a customer comes in with a complaint is:

Apologize

Listen to the customer, let them tell the entire story from their perspective

Sell them a CD

Call you manager/supervisor and let them deal with it

1. When a customer comes in complaining about a fee on their account that they said was charged in error should you:

Tell them they’re wrong

Listen and empathize, make sure you understand the situation and try to correct it

Ignore them

Rebate the fee without researching

A customer comes in complaining about an inactivity fee on their account. They want the fee rebated and they say they don’t need help logging into their online banking. Do you:

Listen to them and explain that it was charged to their account because they haven’t been logging in and offer them help so it doesn’t happen again

Rebate the fee

Laugh at them

Tell them to get over it

Before a customer leaves make sure to ask:

An open-ended question such as "How else may I help you?"

Their name

If they care more about rate or value

If they would like to open a checking account

If a coworker comes to your office with a complaint you should:

Tell other, uninvolved coworkers about it

Tell them you will get to them when you can get to them

Tell them you are too busy now and schedule a time later to hear them out

Follow the checklist and provide extraordinary internal customer service

Fixing an Oops Mystery Shopping Round 1

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