CUSTOMER SERVICE STANDARDS
What is the SLA to respond to queries and requests by post ?
Within three (3) business days.
Wigton Wind Farm was the first stock offered on this revolutionary platform.
GOIPO
Complicated or detailed messages should be followed up with ?
A phone call
What is the standard for “Out of Office Reply” Internal ?
Acknowledgement
Return date
Name and contact details of staff to whom matters may be referred
Closure
Name two functions that the interactive voice response (IVR) system will support
True/False:
Modern day emailing is just like texting. Using acronyms, omitting punctuation, and relaxing grammar rules are increasingly acceptable ways to save time and keep it concise.
False
What is the standard greeting when answering The Bank's phone ?
Thank the caller
Identify your Branch/Unit/ Subsidiary
State your name
Offer assistance
True or False:- Clarien Group Limited is the Parent company of National Commercial Bank Jamaica
False
When should Complaints be escalated to the Service Quality Unit ?
When the complaint remains unresolved and the SLA has been breached
What is NCB Service Motto?
Quality our Focus...Serving our Pleasure
What is NCB tag-line ?
"Building a Better Jamaica"
What is a complaint?
An expression of protest, grievance, objection, discontent or dissatisfaction made by a complainant
What is the standard for all email messages ?
Salutation
Standard signature including first name, surname, position, unit/branch/subsidiary, address and contact details (including extension).
Name the four pillars of NCB 2024 aspiration?
Inspired People and Culture
Delighted Customers
Digital to the Core
Strong financial performance
A customer wrote a letter of complaint to the Consumer Affairs Commission who in turn sent the complaint to us. According to the BOJ Code of Conduct, we should acknowledge receipt of the complaint in writing to the complainant within
5 business days