What is the most effective way for a teller to handle an irate customer?
Correct!
Wrong!
Staying calm and listening actively shows professionalism and can help de-escalate the situation.
Why is it important to use the customer's name during a transaction?
Correct!
Wrong!
Using a customer's name builds rapport and personalizes the interaction, enhancing the overall service experience.
Which of the following is a sign of active listening?
Correct!
Wrong!
Nodding and repeating key points shows that the teller is fully engaged and understanding the customer's needs.
What is the best way to ensure clear communication with a customer?
Correct!
Wrong!
Using simple language avoids confusion and ensures that the customer understands the transaction process.
How should a teller respond if they don’t know the answer to a customer’s question?
Correct!
Wrong!
Admitting when you don’t know something and offering to find out builds trust and ensures accurate information.
Why is it important to maintain a friendly tone throughout a customer interaction?
Correct!
Wrong!
A friendly tone fosters a positive experience and encourages customer loyalty to the bank.