Complaints Quiz

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Test your complaint-handling skills.

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Ben

United Kingdom

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Complaints Quiz


Complaints QuizOnline version Test your complaint-handling skills. by Ben 1 What constitutes a complaint? a Any service delay or issue identified internally by HSBC b Any expression of dissatisfaction, whether justified or not, from or on behalf of an existing customer c Any escalation raised by Sales or Implementation teams d Only written correspondence from a client 2 Which of the following examples should be logged as a complaint? Choose one or more answers a “This is the fourth time this month there’s been a delay — it’s not good enough.” b “Can you fix this invoice error please?” c “I cannot see payment for USD X — when can I expect it?” d “We’re happy with the resolution from last time.” 3 What should you do if you’re unsure whether a client comment is a complaint? a Ignore it if the client sounds calm b Seek a second opinion from your peer or team lead c Wait until the client sends a follow-up email d Log it only if a senior manager approves 4 What is the first step in the complaints process flow? a Holding response b Complaint received and logged c Final response d Escalation to Compliance 5 Within what timeframe should a complaint be acknowledged? a Within 12 hours b Within 24 hours c Within 48 hours d Within one week 6 What is the main purpose of the acknowledgement step? a To apologise and close the complaint immediately b To confirm receipt so the client knows their issue is being handled c To escalate directly to the Product team d To investigate and assign accountability 7 Which statement should be included in an acknowledgement email? a “We’re sorry you feel this way, but this isn’t a complaint.” b “We take such matters seriously and regret any inconvenience caused.” c “We’ll get back to you in due course.” d “Please call us again if this happens.” 8 When should a holding response be issued? a Only when the client requests it b If the complaint isn’t resolved within 20 days c At the same time as the final response d When Compliance asks for updates 9 What should the final response include? Choose one or more answers a Summary of investigation and actions taken b Statement confirming the complaint is closed c Any further steps or escalation routes d The full internal investigation report 10 What are the three main roles involved in managing complaints? Choose one or more answers a Complaint Recipient b Feedback Owner c Product Sponsor d Complaint Investigator 11 Which responsibility belongs to the Feedback Owner? a Assigning the investigation and ensuring it’s resolved b Logging the initial complaint c Analysing root causes d Reviewing marketing material 12 What does it mean for a complaint to be “Upheld”? a The client has withdrawn their complaint b The complaint is not substantiated c HSBC accepts that an error or service failure occurred d The issue was resolved before investigation 13 What should you do when closing a complaint? Choose one or more answers a Ensure the final response is documented and sent to the client b Mark it “closed” without written confirmation c Provide evidence of resolution d Delete any related correspondence 14 How should aged complaints (over 20 days) be managed? a Close them automatically b Send a holding response and explain the reason for delay c Escalate it to Melissa d Re-classify them as queries 15 Why is complaint quality so important to GPS Client Service? a High-quality data helps identify root causes and improve processes b It ensures compliance with internal timelines c It provides visibility for leadership and product teams d It reduces the need to engage clients in conversation

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Complaints Quiz

Quiz

About this activity

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Download the paper version to play

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Complaints QuizOnline version

by Ben

What constitutes a complaint?

Which of the following examples should be logged as a complaint?

Choose one or more answers

What should you do if you’re unsure whether a client comment is a complaint?

What is the first step in the complaints process flow?

Within what timeframe should a complaint be acknowledged?

What is the main purpose of the acknowledgement step?

Which statement should be included in an acknowledgement email?

When should a holding response be issued?

What should the final response include?

Choose one or more answers

What are the three main roles involved in managing complaints?

Choose one or more answers

Which responsibility belongs to the Feedback Owner?

What does it mean for a complaint to be “Upheld”?

What should you do when closing a complaint?

Choose one or more answers

How should aged complaints (over 20 days) be managed?

Why is complaint quality so important to GPS Client Service?