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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. When communicating with a customer by writing a letter you should:

A) Make the letter long and interesting.
B) Never sign the letter yourself.
C) None of the above.
D) Sign the letter yourself.

2. When a customer starts to make a complaint and you have listened carefully to what they have to say, your next three steps should be to:

A) Apologise then resolve the issue and then apologise again.
B) Take responsibility then acknowledge and then say how you will resolve the issue.
C) Clarify the issue then acknowledge and finally apologise.
D) Acknowledge then apologise and then take responsibility.

3. Good time management recommends that if you are busy and someone rings you then you should:

A) Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
B) Answer the phone and ask them to ring you later at a more convenient time.
C) Answer the call and deal with it, as you know you will eventually have to deal with it.
D) Ignore the phone call and let it ring.

4. Measuring how your organisation is performing with customer service in relation to your competitors is known as:

A) Standardising.
B) Comparing.
C) Contrasting services.
D) Benchmarking.

5. Before sending a customer an email you should always:

A) All of the above.
B) Use an appropriate title.
C) Read the email before sending.
D) Be courteous.

Solutions: