7/24/2013 & Revised On 8/5/2013 Annual Vendor Consumer Complaints Assessment For Supervisors (2013)

6 Questions | Total Attempts: 49

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Customer Care Quizzes & Trivia

VENDOR ASSESSMENT FOR CUSTOMER COMPLAINTS FOR SUPERVISORS


Questions and Answers
  • 1. 
    Which of the following is Complaint Trigger Language?
    • A. 

      A) Customer references legal/media assistance?

    • B. 

      B) Customer requests to “go on record”?

    • C. 

      C) Customer requests escalation beyond your immediate supervisor?

    • D. 

      D) All of the above

  • 2. 
    True or False:  Customers benefit from the Customer Complaints Process because it provides clarity on the complaint process, ensures customers feel respected and valued; and assures that their problem will be solved quickly and easily.
    • A. 

      True

    • B. 

      False

  • 3. 
    "Your fees are too high and I don't like them!"  This is an example of what?
    • A. 

      A) Complaint Trigger Language that should be escalated

    • B. 

      B) Customer criticism language that does not need to be escalated or tracked

    • C. 

      C) Media buzz language that should be escalated or tracked

  • 4. 
    Which of the following customer statements are media buzz / customer criticism language and do not require escalation or tracking?  (select all that apply)
    • A. 

      A) “These fees are outrageous”

    • B. 

      B) “I am going to tell all my neighbors about this”

    • C. 

      C) “You can’t refund my fees but you sure could take TARP funds”

    • D. 

      D) “I want to speak with your manager or the address to write to your president”

    • E. 

      E) "I'm going to tell everyone about this on Facebook!"

  • 5. 
    If a customer uses Complaint Trigger Language and you (as a Supervisor) are unable to resolve the problem or issue to the customer’s satisfaction, how would you escalate the complaint to Bank of America? (Select all that apply.)
    • A. 

      A) If during normal operating hours, immediately place a phone call to the Bank of America NS&S Phone Team

    • B. 

      B) Leave a voice mail message for the Supplier Manager

    • C. 

      C) If after/before hours of operation, immediately send an email to the Bank of America Escalation Mailbox

    • D. 

      D) If after/before hours of operation, wait until the following business day and call the Bank of America NS&S Phone Team

    • E. 

      E) Regardless of operating hours, immediately send an email to the Bank of America Escalation mailbox

  • 6. 
    True or False: When escalating a complaint, it’s critical to inform Bank of America when you are a part of the Attorney Network Firm Management (ANFM).
    • A. 

      True

    • B. 

      False

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