CUSTOMER SERVICE STANDARDS
System used to log requests and complaints
What is SSMS
NCB's Purpose Statement
What is Empowering People. Unlocking Dreams. Building Communities.
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
Platform used to purchase IPOs/Bonds online
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
These instruments are issued by the government or companies to raise funds
What are Bonds.
When should Complaints be escalated to the Complaints Management team?
When the complaint remains unresolved and the SLA has been breached
What is NCB Service Motto?
Quality our Focus...Serving our Pleasure
App used to access NCBCM accounts
What is Wealth Connect.
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