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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Communication Skills | 25% | - Written communication for support - Verbal and non-verbal communication - Active listening techniques |
| Problem Solving & Conflict Resolution | 25% | - Handling complaints and difficult customers - Decision-making and escalation procedures - Conflict resolution strategies |
| Customer Service Fundamentals | 25% | - Principles of customer service - Customer expectations and satisfaction - Professional ethics and standards |
| Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
| Customer Retention & Loyalty | 10% | - Building long-term relationships - Value creation and follow-up |
BBPSD Customer Service Sample Questions:
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.
Correct Answer: B 🗳️
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.
Correct Answer: A 🗳️
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.
Correct Answer: D 🗳️
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.
Correct Answer: B 🗳️
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.
Correct Answer: C 🗳️
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