Bank Works review- Module 1

What are the four steps to make customer service easy.

1) Acknowledge, 2)Observe 3)Listen, 4)Act

What are the steps in solving a problem?

1.Define the problem,2.)Generate alternatives, 3)evaluate and 4)select alternatives, 5.)Implementing solutions.

What are the parts of a proper apology?

1st apology like saying I am sorry and then take responsibility or ownership of the issue or problem.

What are the types of communication and percentage?

7% Verval, ,38%Vocal, 55 Visual

What are the steps to handling a customer's complaints

Acknowledge 2.)Observe 3.)Listen, 4)act

Why is attitude so Important to prospective employer?

Because Skills and Knowledge can be learned and developed with someone with a "can do" attitude

Whats customer service?

Customer service is providing assistance and advice to people who buy or use your organization's product or service.

What is the definition as defined in the attitude video?

Energy from from your thoughts and feelings that typically lead to action.

Define Ethical Dilemmas

Ethical Dilemmas are situation where someone or something is unethical.

What's empathy

Is putting yourself in someone else's shoes by trying to understand their perspective experiences or motivations.

What is the value of a customer complaint?

It's a valuable feedback that tells you and your financial institution about problems with product, services, facilities and policies that need to be solved.

What are the steps to take when dealing with an Angry Customer?

Listen, Apologize, empathize, take immediate action to make the situation right.

Bankers who provide great service are also skilled at what?

Patience,Attentiveness,Communicating, Knowledge of product and services.

Define ethics

Situation and Actions dealing with right and wrong@ home in community and in the workplace.

What are the steps to identify and react to ethical dilemmas in the workplace

What are the risks, see it own it, and take appropriate action.

How to improve your attitude

listen to yourself talk, find things to be posive about, Stop should-in yourself, Thoughts and feelings