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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Service Fundamentals | 25% | - Customer expectations and satisfaction - Professional ethics and standards - Principles of customer service |
| Communication Skills | 25% | - Verbal and non-verbal communication - Written communication for support - Active listening techniques |
| Customer Retention & Loyalty | 10% | - Building long-term relationships - Value creation and follow-up |
| Problem Solving & Conflict Resolution | 25% | - Handling complaints and difficult customers - Decision-making and escalation procedures - Conflict resolution strategies |
| Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
BBPSD Customer Service Sample Questions:
1. When a business is always looking for small things that can improve the overall customer experience we call it:
A) Continually getting better.
B) Improving the business.
C) Continuous improvement.
D) Better business.
2. A key customer exchange is when there are a number of:
A) Customers entering a shop.
B) Customers leaving a shop.
C) Customers talking to each other.
D) Important events in customer interactions.
3. A person who has the skills to deal effectively in customer facing roles is known as a:
A) A service employee.
B) A trained salesperson.
C) A marketing specialist.
D) Customer service professional.
4. A customer who is an Amiable Type would typically be classed as:
A) Talkative and interested more in opinion than facts.
B) Unlikely to make a purchase.
C) Someone who often comes in to chat and not buy.
D) An authoritative and informed customer.
5. Customer service standards should be SMART ones. Which of the following are NOT SMART ones:
A) Achievable.
B) Time bound.
C) Reliable.
D) Specific.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: C |
Cleveland 
Blake 
Bard 
Darnell 
Genevieve 
Faithe 
Jacob 
Julian 
James 
Yvette 
Beulah 
Anna 
Phoenix 
Primo 
Moses 
Victoria 
Sally 
