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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Conflict Resolution | 25% | - Decision-making and escalation procedures - Conflict resolution strategies - Handling complaints and difficult customers |
| Topic 2: Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Topic 3: Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
| Topic 4: Communication Skills | 25% | - Written communication for support - Active listening techniques - Verbal and non-verbal communication |
| Topic 5: Customer Service Fundamentals | 25% | - Customer expectations and satisfaction - Principles of customer service - Professional ethics and standards |
BBPSD Customer Service Sample Questions:
1. When establishing standards of customer service it is helpful if they are:
A) EASY ones.
B) SMART ones.
C) ABC ones.
D) USP ones.
2. If a colleague enters your office unexpectedly and you are sat at your desk, then a time management technique which should lead to a shorter interruption is to:
A) Remain seated and ignore them.
B) Explain you are very busy.
C) Stand up and greet them and do not sit back down.
D) Ask them to leave and come back later.
3. Which is the correct order of priority when positioning a product in the market place?
A) Positioning followed by Market Segmentation followed by Targeting.
B) Market Segmentation followed by Targeting followed by Positioning.
C) Targeting followed by Positioning followed by Market Segmentation.
D) Targeting followed by Market Segmentation followed by Positioning.
4. Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:
A) Customer feedback.
B) Customer responsiveness.
C) Mystery shopping.
D) Sales targeting.
5. The most cost effective 24/7 way of gathering and storing customer information for an organisations customer database is by:
A) Phone communication.
B) Written communication.
C) Internet communication.
D) Face-to-face communication.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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