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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Satisfaction & Compliance | - Customer Feedback
|
| Communication Skills | - Effective Communication
|
| Problem Solving & Conflict Resolution | - Issue Management
|
| Customer Service Principles | - Fundamental Principles
|
BBPSD Customer Service Sample Questions:
Measuring how your organisation is performing with customer service in relation to your competitors is known as:
- A. Contrasting services.
- B. Standardising.
- C. Comparing.
- D. Benchmarking.
Correct Answer: D 🗳️
Chronic Complainers are referred to in time management as:
- A. Groups of customers who complain about the same thing.
- B. A customer who will complain immediately something goes wrong.
- C. Customers who repeatedly complain about service.
- D. Work colleagues who constantly complain.
Correct Answer: D 🗳️
It is important to give an internal customer a good customer experience because:
- A. They are equally as important as external customers.
- B. They are more likely to complain than external customers.
- C. They are more important than external customers.
- D. They are more likely to be a returning customer.
Correct Answer: A 🗳️
Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:
- A. Mystery shopping.
- B. Customer feedback.
- C. Sales targeting.
- D. Customer responsiveness.
Correct Answer: B 🗳️
When establishing standards of customer service it is helpful if they are specific, achievable, realistic, time bound and:
- A. Trustworthy.
- B. Tested.
- C. Trusted.
- D. Measurable.
Correct Answer: D 🗳️
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