RBS Customer Service Skills

Question 1

Which of the following is the MOST important quality for an RBS customer service representative to demonstrate?

Accepted Answer

Active listening combined with clear communication and empathy

Answer

Active listening, clear communication, and empathy form the foundation of excellent customer service in banking.

Question 2

A customer calls RBS and explains a complex issue but provides information in a disorganized way. What is the BEST approach?

Accepted Answer

Listen patiently, summarize your understanding back to the customer to confirm accuracy, then address the issue

Answer

Listening fully, then confirming understanding before responding, ensures you address the actual issue rather than an assumed one.

Question 3

What is the best way to handle a customer complaint at RBS to ensure a positive outcome?

Accepted Answer

Acknowledge the complaint, apologize where appropriate, investigate thoroughly, and provide a clear resolution timeline

Answer

A structured response — acknowledge, apologize if warranted, investigate, and set timeline — follows best practice complaint handling.

Question 4

How should an RBS customer service representative handle a customer who switches between languages during a call?

Accepted Answer

Politely confirm the customer's preferred language and connect them with appropriate language support if available

Answer

Confirming language preference and accessing appropriate support ensures the customer can communicate effectively and receive proper service.

Question 5

A customer expresses dissatisfaction with every solution you offer. What is the most effective approach?

Accepted Answer

Acknowledge their frustration, ask open-ended questions to better understand their ideal outcome, and involve a senior colleague if needed

Answer

Open-ended questioning and escalation when appropriate are key techniques for resolving seemingly unresolvable customer dissatisfaction.

RBS - Royal Bank of Scotland Practice Test