Customer Service Management Quiz-2

10 Questions

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Customer Service Quizzes & Trivia

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Questions and Answers
  • 1. 
    Perceived wait time is not as important in managing customer experience.
    • A. 

      True

    • B. 

      False

  • 2. 
    Is it possible to communicate a walk-in customer's needs to the tellers before the customer even reaches the counter?
    • A. 

      Yes

    • B. 

      No

  • 3. 
    At what point should an attendant receive information about customers waiting in line to provide the best customer experience?  
    • A. 

      When they reach the counter

    • B. 

      As soon as they walk in

    • C. 

      When the attendant asks them

    • D. 

      None of the above

  • 4. 
    Is amount of time that each walk-in customer spends per service request only a concern for management?
    • A. 

      Yes

    • B. 

      No

  • 5. 
    A key to improving employee morale is to improve customer experience.
    • A. 

      True

    • B. 

      False

  • 6. 
    According to a recent study on global retail banking what percent of customers will remain with their primary bank in the next six months?
    • A. 

      70%

    • B. 

      50%

    • C. 

      30%

    • D. 

      10%

  • 7. 
    What percentage of consumers have trust and confidence in the banking industry?
    • A. 

      15%

    • B. 

      25%

    • C. 

      30%

    • D. 

      45%

  • 8. 
    Empirical research shows that a happy customer is more likely to:
    • A. 

      Stay in your branch longer

    • B. 

      Learn more about your other products

    • C. 

      Buy more products and services

    • D. 

      All of the above

  • 9. 
    According to research how many mobile phone users are predicted to use their device for banking purposes by 2017?
    • A. 

      100 million

    • B. 

      250 million

    • C. 

      500 million

    • D. 

      1 billion

  • 10. 
    How does the adoption of mobile queuing help banks?
    • A. 

      Load balancing

    • B. 

      Reduction in customer wait times

    • C. 

      Cut operational costs

    • D. 

      All of the above