HSBC Customer Facing Talent Screener Page 9 of 16 You have been in your role at

Question

HSBC Customer Facing Talent Screener Page 9 of 16 You have been in your role at HSBC for several months and work in a team that handles a high volume of customers on a daily basis. This is an exciting, fast-paced environment where you are constantly responding to situations that require you to think about new solutions to problems. Today, a customer asks you a query which you are finding challenging to answer. You ask the customer to wait a moment and consult other colleagues who are working nearby today. However, there are some differences of opinion amongst your colleagues about what to do. When you finally come to a conclusion together, you are not sure if this is really the best response to the customer's query. Others in the department have more experience with these types of queries than you, however you know that the customer is still waiting for an answer Most Least Effective Effective Stick to the response that you have agreed upon with your colleagues as you are aware that the customer has been waiting for some time now Apologise to the customer for having to wait and speak to your colleagues again to see if you can come up with a new response better suited to the customer's needs. Talk to a more experienced colleague to quickly go over the query so that they can support you with providing the right response and apologise to the customer for the wait. Next

Explanation / Answer

As it is it not clear through the question what need to be done with these options/situations, i am assuming that any of the two choices least or most eefective has to be choosen for the mentioned three situation

a)least effective

b) most effective

c) most effective

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