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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Topic 2: Customer Service Fundamentals | 25% | - Customer expectations and satisfaction - Principles of customer service - Professional ethics and standards |
| Topic 3: Service Delivery & Operations | 15% | - Use of support tools and systems - Time management and productivity - Service process and standards |
| Topic 4: Communication Skills | 25% | - Verbal and non-verbal communication - Active listening techniques - Written communication for support |
| Topic 5: Problem Solving & Conflict Resolution | 25% | - Conflict resolution strategies - Handling complaints and difficult customers - Decision-making and escalation procedures |
BBPSD Customer Service Sample Questions:
1. Chronic Complainers are referred to in customer service as:
A) A customer who will complain immediately something goes wrong.
B) Customers who repeatedly complain about service.
C) Work colleagues who constantly complain.
D) Groups of customers who complain about the same thing.
2. Organisations need to gather information from customers if:
A) They are likely to return again.
B) They are not likely to return again.
C) They are regular customers.
D) All of the above.
3. A mystery shopper is a person who is:
A) Someone who has yet to make a purchase.
B) Known to an organisation and acts as a customer.
C) Known to the organisation as a occasional shopper.
D) Unknown to an organisation and acts as a customer.
4. Frequent interruptions:
A) Help when working with colleagues.
B) Help to get a lot of things done at once.
C) Are a common time wasting activity.
D) Can help you to make the most of your time.
5. If possible, the first time a customer comes into a shop you should ensure that:
A) Customer information is collected.
B) You find out their name.
C) You make sure they are in the correct shop.
D) They purchase something.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
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