Customer Service Management Quiz-2
10 Questions
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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
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