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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

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

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

2. A customer who is very results focused and direct would be classed as an:

A) Assertive type.
B) Analytical type.
C) Authoritative type.
D) Amiable type.

3. 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.

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

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

5. When dealing with Internal customers you must:

A) Check that they have authority to purchase.
B) Make sure you have dealt with external customers first.
C) Apply the same level of service as external customers receive.
D) Ensure that you obtain payment details.

Solutions: