Question

HSBC Customer Facing Talent Screener: Page 11 of 16

You are new to HSBC and have been providing a customer with advice about service options which are most appropriate for them. The customer is new to HSBC and has been struggling to decide which option is best for them. After your last meeting they managed to reduce their options to three potential services. However you feel as though you have been pushed beyond your current level of knowledge by some of the questions the customer has asked you in relation to these options. In preparation for your next meeting you feel that asking a more experienced colleague for further information would benefit you. However, you know that it is a busy time of year in your department and everyone has important meetings to attend and deadlines to meet.

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

a) Assist the customer as best you can for now and talk to one of your more experienced colleagues when they are less busy

b) Take control and in the next meeting give the customer information about the options based on what you already know.

c) Approach your colleagues and ask them if they have time to provide you with more information about the services available.

Answer 1

a) Assist the customer as best you can for now and talk to one of your more experienced colleagues when they are less busy

This is the best alternative since experienced colleagues are busy currently, advise the customer to the best of your knowledge and take advise from experienced colleagues when they get free.

It is not advisable to take control in the next meeting since you have limited knowledge and may give the wrong advise.