Application at Santander :( - Customer Service Advisor - Inbound

Hello guys,

Been trying to get past the Application progress for ages but am always failing at the questions.

Please can somebody help! :colondollar:

Here are the questions, they shouldn't be to difficult but I believe am thinking too much about them.

1. You are about to finish your shift at the end of a particularly challenging week. A call comes through from a customer, who complains loudly that she has received charges on her account for going overdrawn, which she feels is unfair. You can see from the notes on the system that it is the first time this particular customer has received charges and the bank’s policy is to refund the charges on the first occasion. What do you do first;

a) Explain to the customer exactly why they have received the charges.
b) Agree with the customer that the charges do seem unfair.
c) Ask the customer if everything is ok financially as these are their first charges.
d) Tell the customer that you will note their dissatisfaction with the process.

Which of the possible responses to Scenario 1 is the Best Option? *
Which of the possible responses to Scenario 1 is the Worst Option? *

2. A customer calls to say that they have been unable to transfer funds between their accounts as their mobile phone is not working. After asking the customer a few questions you realise that he has a particular type of account which uses text messages to conduct transactions. This is not a problem you have encountered before and you are unsure how to proceed. Do you;

a) Apologise to the customer and explain that you can’t help them as the policy states that you can only move money by text message for this account.
b) Apologise to the customer and explain that you haven’t dealt with this type of query before, so you’ll need to wait for a manager to assist you.
c) Apologise to the customer and ask them to wait whilst you ask your colleagues around you if they have had this issue before.
d) Apologise and ask a few more questions about the current circumstances before identifying an solution that you know is achievable.

Which of the possible responses to Scenario 2 is the Best Option? *
Which of the possible responses to Scenario 2 is the Worst Option? *

3. The bank is currently introducing some new systems and processes, which are part way through implementation. A customer calls to request a transaction which involves one of the processes due to be changed. You’re not confident that you understand the new processes yet. Do you;

a) Talk the customer through the process that you know, as it is important that the customer has confidence in you and you can always change the details when call is over
b) Apologise to the customer that the processes are currently being changed and ask him to call back again tomorrow to ensure his request is dealt with correctly.
c) Explain that there is a new process being implemented, take the customer’s details and call him back once you are sure of the new process and can complete the transaction properly.
d) Apologise to the customer and explain that you want to deal with his transaction accurately; ask if you can put him on hold whilst you find out how to complete the transaction correctly.

Which of the possible responses to Scenario 3 is the Best Option? *
Which of the possible responses to Scenario 3 is the Worst Option? *

4. You are taking calls at peak time on Monday around lunchtime. Looking up at the call centre screen you see that there is a back log of 300 calls queuing and that the average waiting time for customers is 7 minutes. There was a technology issue earlier in the day which has been responsible for a longer than average waiting time.
Your last few customers have been rather impatient once they’ve got through to you, however when you pick up your next call the customer is really angry and abrupt, complains they have been waiting on hold for 10 minutes and demands to know what you intend to do. Do you;

a) Apologise to the customer, explain that there was a technology issue earlier in the day which was out of your control and has caused the delay.
b) Apologise and immediately try and direct the customer’s attention away from the queue by asking how their day has been otherwise.
c) Pretend not to notice the customer is annoyed and deal with the call as you would normally.
d) Apologise to the customer, explain that you understand their frustration and that the bank is constantly working towards improved queue times.

Which of the possible responses to Scenario 4 is the Best Option? *
Which of the possible responses to Scenario 4 is the Worst Option? *

5. The team manager is away on holiday and there is no formal team member in charge to monitor the team and performance against targets. Your manager has not passed on any advice or instruction around reporting on or monitoring of targets. They are going to be off for two weeks. What do you do?

a) Carry on handling calls as you normally would and not worry about the monitoring of targets as you normally hit your targets.
b) Relax on the call handling times a little as your manager would have mentioned it if performance in their absence was important.
c) Work out how to produce your own statistics and check that your performance is aligned to the targets.
d) Check with another manager how to produce your target statistics and how to ensure your performance is aligned to these.

Which of the possible responses to Scenario 5 is the Best Option? *
Which of the possible responses to Scenario 5 is the Worst Option? *

6. A customer has come through to the telephone banking line without using their unique reference number. This has limited the efficiency with which you could take the call, as you needed to re-check all their personal details with them. You are also aware that their call may have been re-directed to another team immediately if they had used this number. You ask them about the number and they inform you they never received one. What do you do?

a) Advise them that you will send one in the post and that the next time they call they will need to use it.
b) Tell them that you will send one in the post and that it will make their transactions more secure.
c) Advise them that you will send one in the post, explain it will save them time, and check they understand this.
d) Mention they need this and you will send one through to them, before carrying on with the call to avoid wasting any more time.

Which of the possible responses to Scenario 6 is the Best Option? *
Which of the possible responses to Scenario 6 is the Worst Option? *

7. An elderly customer has come through on the telephone banking line as they have been advised by a branch they visited to do so. You are unsure why the branch would have advised this as they have the same capabilities that you do. When you ask the customer how you can help them they are not sure, they are also difficult to hear, what do you do?

a) Explain that you will help to solve their issue and investigate why they went into the branch in the first instance, clarifying where needed.
b) Ask the customer to please speak up, explain that you will do everything possible to help them. Ask them to start by outlining their issue.
c) Explain that, unfortunately, you may not be able to help them either as the branch has the same computer system as the telephone banking line.
d) Collect all the facts from the customer starting with their banking history, ask them to repeat themselves when you have difficulty hearing.

Which of the possible responses to Scenario 7 is the Best Option? *
Which of the possible responses to Scenario 7 is the Worst Option? *

8. You have spent 15 minutes this morning before work explaining to a new starter how to respond to callers in a more personalised and natural way and the tactics you use to build rapport. A more experienced member of the team overhears you and tells you that she doesn't feel some of your tips work very well. She advises you to make a few changes to your style, some of which you disagree with. What would you do?

a) Thank your colleague for her advice, and continue with your own ideas.
b) Trust your colleague's greater experience and change your style in the way that they suggested.
c) Thank your colleague for her advice but politely inform her that everyone is different and you’ll bear her suggestions in mind.
d) Thank your colleague and suggest to the new starter that they heed this and take both opinions into account to develop their own style.

Which of the possible responses to Scenario 8 is the Best Option? *
Which of the possible responses to Scenario 8 is the Worst Option? *

9. A customer has come through to your line to ask you specific questions related to parking at one of the branches. You have searched and cannot find this information to pass onto the customer, what do you do?

a) Explain to the customer that you will need to transfer them to the branch, call the branch first to explain the nature of the call and then pass over the customer.
b) Explain to the customer that you do not have this information to hand so they will need to call the branch directly, provide them with the relevant number.
c) Outline to the customer that parking is available at all of the branches and therefore you do not foresee any issue with them finding somewhere to park.
d) Obtain the specific question from the customer and their contact telephone details, tell them you will pass this information onto the branch to call them direct.

Which of the possible responses to Scenario 9 is the Best Option? *
Which of the possible responses to Scenario 9 is the Worst Option? *

10. Your manager has handed out targets for the quarter and asked all team members to review their daily performance against the breakdown of this target, to check how they are doing, what do you do?

a) Calculate the required weekly performance so that you can understand if your performance by week so far has met the required standard.
b) Calculate how the quarterly target translated into a daily target and check against this daily to ensure that it is achieved.
c) Wait for your manager to provide you with the information on the breakdown of the quarterly target and how to achieve this.
d) Check your performance against your colleagues, rather than against the quarterly target, as it’s likely to be more accurate.

Which of the possible responses to Scenario 10 is the Best Option? *
Which of the possible responses to Scenario 10 is the Worst Option? *

Replies would be really helpful to me and others :cool:

Thank-You
D-man :wink:

Reply 1

01jtiong

I am doing the same questionaire and the best answers that i come up with should be down to your judgement, there is no right or wrong answer, based on your won judgement