Day 6 Part 1

In terms of Customer Delight,which is the correct option, Select from below:

• Delivered Value < Expectations = Customer Retention

• Delivered Value < Expectations = Customer Delight

• Delivered Value > Expectations = Customer Delight

Mr Vikram Pathak walked into the bank branch and looked very irritated. He has complaints about the returns, he has recieved from his investments. What is the best way to handle such customers?

• FFF

• LAPAC

• ASAP

Ms. Farida is a mid aged customer who has walked into the branch and complained about every time walking in to the branch for services. She is a very busy person and had to take time out of her daily routine to do so. What customer touchpoints you can suggest?

• • HDFC Life Website

  • Email

  • HDFC Life App

• • Chat Bot Elle

  • Twitter Bot Neo

  • Whatsapp Bot Etty

• • HDFC Life Branch

  • IVR/Call centre

  • My Account

  • Missed Call Service

• All of the Above

Fill in the Blanks: Positive Customer Experience in Multi-tie up space means, Happy Customers leads to ___________________, leads to Higher Profits & ____________.

• more leads , Rewards

• Greater Sales share , Rewards

• Greater Business share , Rewards

• Greater Business share , Sales

Mr Sachin Wagle has walked in the HDFC Bank branch and was waiting in the lobby to speak with a Relationship Manager. What would you do :

• A. Demonstrate empathy, warmth, respect and genuineness

  B. Be quick to attend to a customer who is waiting for service in the lobby

• A. You should not be handling any service request for the customer, instead ask the SPs to connect

  B. Be aggressive and show attitude with an irate customer

• A. Take your own time to connect the customer, let the customer wait

  B. Ask the customer looking for service to do online services by his own