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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

Question 1

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

Question 2

It is important to give an internal customer a good customer experience because:

A. They are more likely to complain than external customers.
B. They are equally as important as external customers.
C. They are more likely to be a returning customer.
D. They are more important than external customers.

Question 3

When establishing standards of customer service it is helpful if they are Specific, Achievable, Realistic, Measurable and:

A. Tested.
B. Time bound.
C. Trusted.
D. Trustworthy.

Question 4

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

A. Read through the letter before sending.
B. All of the above.
C. Keep the letter courteous, short and to the point and spell check it.
D. Sign the letter yourself.

Question 5

The three generally recognised types of customer are, analytical, amiable and:

A. Aggressive.
B. Assertive.
C. Aware.
D. Authoritative.

Solutions: