CBT Customer Service and Communication 2

Question 1

A customer angrily disputes an overdraft fee at your window. What should you do first?

Accepted Answer

Listen without interrupting and acknowledge the customer's frustration

Answer

Letting an upset customer be heard and acknowledging how they feel lowers tension before you move on to solving the problem.

Question 2

A customer with limited English proficiency is struggling to understand a transaction. What is the best approach?

Accepted Answer

Speak slowly using simple words and offer the bank's language assistance resources

Answer

Plain language plus the bank's approved interpreter or translated materials keeps communication clear and protects the customer's privacy.

Question 3

While making a deposit, a customer mentions saving for a child's college education. What is the most appropriate response?

Accepted Answer

Briefly mention relevant savings options and offer a referral to a banker

Answer

Spotting a need and referring the customer to the right specialist is good relationship building and stays within a teller's role.

Question 4

A customer reaches your window after a long wait and complains about it. What is the best response?

Accepted Answer

Thank the customer for their patience and acknowledge the wait

Answer

Acknowledging the wait and thanking the customer validates their experience without making excuses.

Question 5

A caller asks for the balance on a checking account. What must the teller do before sharing any information?

Accepted Answer

Verify the caller's identity using the bank's authentication procedures

Answer

An account number or name alone is not proof of identity, so the bank's full authentication steps must come first.

CBT - Certified Bank Teller Practice Test