Customer Service and Communication Flashcards
7 cards from real CBT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service and Communication flashcards as text
A customer angrily disputes an overdraft fee at your window. What should you do first?
Answer: Listen without interrupting and acknowledge the customer's frustration
Letting an upset customer be heard and acknowledging how they feel lowers tension before you move on to solving the problem.
A customer with limited English proficiency is struggling to understand a transaction. What is the best approach?
Answer: Speak slowly using simple words and offer the bank's language assistance resources
Plain language plus the bank's approved interpreter or translated materials keeps communication clear and protects the customer's privacy.
While making a deposit, a customer mentions saving for a child's college education. What is the most appropriate response?
Answer: Briefly mention relevant savings options and offer a referral to a banker
Spotting a need and referring the customer to the right specialist is good relationship building and stays within a teller's role.
A customer reaches your window after a long wait and complains about it. What is the best response?
Answer: Thank the customer for their patience and acknowledge the wait
Acknowledging the wait and thanking the customer validates their experience without making excuses.
A caller asks for the balance on a checking account. What must the teller do before sharing any information?
Answer: Verify the caller's identity using the bank's authentication procedures
An account number or name alone is not proof of identity, so the bank's full authentication steps must come first.
Which nonverbal behavior best shows a customer that you are paying attention?
Answer: Keeping appropriate eye contact and nodding
Eye contact and nodding are standard signs of engaged, active listening.
A customer asks you to waive a fee, but you do not have the authority to do so. What should you do?
Answer: Politely explain your limits and bring in a supervisor who can review the request
Staying within your authority while escalating the request respects both bank policy and the customer.
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