Standards of Service: Waiting on Lobby Cusotmer & Telephone Standards
Customer Service Excellence Quiz
Test your knowledge on the essential standards of customer service when interacting with lobby clients and handling telephone communications. This engaging quiz will help reinforce best practices for customer engagement and enhance your service skills.
- 12 challenging questions
- Multiple choice format
- Instant scoring
____ is responsible for making sure customers are noticed and greeted immediately.
Lobby monitors
All FES/CRS
Everyone
Officers
Practice " ____" banking. Don't become so burried in your work that you never look up from your desk.
Heads up
Closed door
Open door
Heads down
_____ is excellent security. Con artist and potential robbes do not like to be noticed. If they are greeted promptly, they are more likely to leave immediately without trying to pull a scam or rob the office.
Inattentive
911
Thoughtfulness
Attentiveness
In consideration of our co-workers and to avoid unnecessary backups in the lobby, avoid ___ from your desk.
Eating
Exteneded phone calls
Extended absences
Smoking
The ___ is one of the most important and influential tools to influence the ____.
Cash, Customer experience
Telephone, Customer experience
Telephone, Co-workers experience
Cash, Co-workers experience
The individual on the line cannot see you, so your words, voice inflection, and how you handle the call will be the ____ that the individual will have of the bank.
First impression
Only impression
Best impression
Final impression
Answer all calls prir to the ___ ring
2
3
4
5
The telephone should be answered by ___.
The next person available
All FES's
None
All individuals
Have a ___ on your face when you answer the phone, it will show in your voice.
Smirk
Frown
Smile
Grin
Obtain caller's ___ and use it at least once during the conversatioin.
Name
Account number
SSN
Status
Check voicemail frequenty and return all calls within ____ .
24 hours
2 business hours
12 hours
5 business hours
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