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BBPSD CSFX Exam Syllabus Topics:

Section	Objectives
Problem Solving & Conflict Resolution	- Issue Management 1. Resolution strategies 2. Identifying customer issues
Communication Skills	- Effective Communication 1. Listening and responding 2. Verbal and written communication etiquette
Customer Service Principles	- Fundamental Principles 1. Service excellence standards 2. Definition and importance of customer service
Customer Satisfaction & Compliance	- Customer Feedback 1. Gathering and analysing feedback 2. Continuous improvement practices

BBPSD Customer Service Sample Questions:

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

2. When a customer starts to make a complaint and you think that you know what the problem is you should:

A) Listen, acknowledge, apologise and then say how you will resolve the issue.
B) Listen, acknowledge the issue and say how you will resolve the issue.
C) Listen and then immediately say how you are going to resolve the issue.
D) Listen, apologise and say how you will resolve the issue.

3. Chronic Complainers are referred to in time management as:

A) A customer who will complain immediately something goes wrong.
B) Work colleagues who constantly complain.
C) Customers who repeatedly complain about service.
D) Groups of customers who complain about the same thing.

4. When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:

A) Selling power.
B) The local market.
C) Buying power.
D) Market segmentation.

5. A person who is unknown to an organisation who acts as a customer and then reports back to the organisation on their experience is called a

A) Secret shopper.
B) Mystery shopper.
C) Unknown shopper.
D) Shopping experience tester.

Solutions:

Question # 1 Answer: D

Question # 2 Answer: A

Question # 3 Answer: B

Question # 4 Answer: D

Question # 5 Answer: B