Customer Service & Communication Flashcards

A customer is shouting at the counter because a check deposit is on hold. What should a teller do first?

Answer: Stay calm, listen without interrupting, and acknowledge the customer's frustration

Active listening and acknowledging feelings lowers the tension before you explain anything.

Which phrase best shows empathy to a customer whose debit card was declined?

Answer: "I understand how frustrating that must be. Let's find out what happened."

Empathetic language validates the customer's feeling and commits to helping.

A customer asks a question the teller cannot answer. What is the most professional response?

Answer: "Let me find out for you" and then get the answer from a supervisor or resource

Taking ownership and getting accurate information keeps trust and prevents misinformation.

While serving one customer, a teller sees another customer join a long line. What is the best practice?

Answer: Make eye contact or briefly acknowledge the waiting customer, then finish the current transaction

A quick acknowledgment makes waiting customers feel noticed without shortchanging the person being served.

Which of these is an example of nonverbal communication at the teller window?

Answer: Smiling and keeping an open posture

Facial expressions and posture send messages without words.

A customer uses a lot of banking jargon incorrectly. How should the teller handle it?

Answer: Gently clarify, using plain language, to confirm what the customer needs

Plain-language clarification avoids errors and keeps the customer from feeling embarrassed.

What is the main purpose of paraphrasing a customer's request back to them?

Answer: To confirm understanding and prevent transaction errors

Paraphrasing checks that the teller has understood the request correctly before acting.