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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
| Problem Solving & Conflict Resolution | 25% | - Handling complaints and difficult customers - Decision-making and escalation procedures - Conflict resolution strategies |
| Customer Retention & Loyalty | 10% | - Building long-term relationships - Value creation and follow-up |
| 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 |
BBPSD Customer Service Sample Questions:
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.
Correct Answer: C 🗳️
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.
Correct Answer: D 🗳️
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.
Correct Answer: D 🗳️
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.
Correct Answer: A 🗳️
Customer service standards should be SMART ones. Which of the following are NOT SMART ones:
- A. Achievable.
- B. Time bound.
- C. Reliable.
- D. Specific.
Correct Answer: C 🗳️
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