You have been talking with a customer who wants to apply for a HSBC loan. The customer is asking some very detailed questions about the lending process that you are unfamiliar with

You have been talking with a customer who wants to apply for a HSBC loan. The customer is asking some very detailed questions about the lending process that you are unfamiliar with. You have only been in the role for a few weeks so have not encountered this situation before and are unsure of the correct answers. Ideally you would like confirmation from your manager or a colleague, but there is nobody available to check with at the moment. The customer is beginning to put pressure on you to complete the loan application now and you are keen for the customer to have a positive experience with HSBC today.

Which one of the below is the most effective action? Which one is the least effective action?

a) Explain to the customer that you need to check with a colleague to ensure that the information you provide about their questions is accurate.

b) Complete the loan application this time as you want the customer to be satisfied with the service you provide and you can confirm your answers to their questions later.

c) Give the customer the information you are most confident about before seeing if anyone has become available to help.

Solutions

Expert Solution

In this scenario, the most effective action is to give the customer the information you are most confident about before seeing if anyone has become available to help. This will restore the client's confidence in you and as the client calms down, you can find someone to confirm further details. The least effect action will be to complete the loan application this time as you want the customer to be satisfied with the service you provide and you can confirm your answers to their questions later. This action can get you into a problem if the details provided to the client is incorrect.

Most effective action - c

Least effective action - b

jeff jeffy answered 2 years ago

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