Nnebuife Udoh called into GTConnect around 10:30am as regards her dispense error complaint, what would be your opening script?

NEW INTAKE FIRST ASSESSMENT TEST (MAY,2021)

Quiz
•
Professional Development, Other
•
Professional Development
•
Medium

gtcontactcenter contact center
Used 2+ times
FREE Resource
20 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
"Good afternoon, my name is....How may I assist you?"
"Good morning, my name is .....what's your account number?"
"Good morning, my name is .....kindly go ahead, I can hear you."
"Good morning, my name is .....May I please have your account number?"
2.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Isreal Toluwase a Contact Center Representative needs to place his customer on hold for the first time. What is the duration and what standard script is he expected to use?
60 seconds & "May I please place you on hold while I ......"
60 seconds & "Please stay on hold while I ......"
60 seconds & "Kindly hold on the line while I ......"
60 seconds & "Please hold the line while I ......"
3.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Sefia Gbadamosi, complained of an uncredited NIPS transfer to her sister who has a Sterling Bank account, how many authentication is required before her complaint can be treated?
5
4
3
6
4.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Chief Chris Neto requested for online banking login details but has his friend's e-mail address. What information would you give to him?
He should dictate his friend's email address for login details to be sent and then advise the customer to update the email address on his account and explain the various ways an update can be done.
He should send a signed written instruction to GTconnect to have his request treated.
Login details is sent to customer's registered e-mail address with GTBank. Advise the customer to update the email address on his account and explain the various ways an update can be done.
Inform customer to fill indemnity form to enable us send login details to his friend's email
5.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Alhaji Falaki, a gold merchant engaged you as a CCR and you have resolved his issue. What would be your closing script?
Thank you for choosing Guaranty Trust Bank, do have a good day
Thank you for choosing Guaranty Trust Bank, enjoy the rest of your day
Thank you for choosing GTBank, do have a good day
Thank you for choosing Guaranty Trust Bank
6.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Ajoke Alero, lodged a complaint and you resolved her issue. On which application would you put your interaction with her?
Nuban checker
Basis
Postilion
CRM
7.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Professor Gbenga Jimawo complained that she initiated a NEFT transfer of N100,000 after 1pm today and beneficiary is yet to get value. What could be the issue?
It could be network issue
Beneficiary will get value the next working day
Customer should calm down as it would be escalated to the unit in charge
Beneficiary will get value the next day
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