StGeorge Bank Made a Commitment to Improving Customer Service

question 61

Multiple Choice

St.George Bank made a commitment to improving customer service.The program of improvements includes methods for creating opportunities while resolving complaints.One way St.George does this is by appropriately handling complaints from angry customers.What response does the bank teach employees to use when customers are angry?

• A)Do not waste time with apologies.
• B)Deal with the anger as well as the issue.
• C)Keep the discussion focused on the issue, not emotions.
• D)View complaints as a problem-an unwelcome 'moment of truth'.
• E)Transfer an angry caller to other employees until the customer calms down.

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Definitions:

Variable Costs

Expenses that change in direct proportion to the amount of goods or services produced, including costs for labor and materials.

Net Cash Inflow

The difference between a company's cash inflows and outflows over a specific period, indicating net cash earned.

Net Cash Outflow

The result when the cash outgoings (expenses, payments) of a business exceed the incoming cash flow over a specific period of time.

Project

A temporary endeavor with a defined beginning and end, undertaken to meet unique goals and objectives, typically to bring about beneficial change or added value.