BBPSD Customer Service : CSFX exam dump

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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. To listen, acknowledge, apologise and then say how you will resolve an issue is the correct response when:

A) A customer enters a shop for the first time.
B) A customer makes a complaint.
C) You are late for work.
D) You are talking to your boss.

2. Which of the following is the most important reason for getting customer feedback:

A) To establish a customer database.
B) To be seen to be responsive to customers.
C) To improve sales.
D) To improve the overall customer experience.

3. In order to improve the overall customer experience it is important to get:

A) Customer feedback.
B) Sales figures.
C) Sales projections.
D) None of the above.

4. When dealing with Internal customers you must:

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

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

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

Solutions: