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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Conflict Resolution | 25% | - Conflict resolution strategies - Handling complaints and difficult customers - Decision-making and escalation procedures |
| Topic 2: Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Topic 3: Communication Skills | 25% | - Active listening techniques - Written communication for support - Verbal and non-verbal communication |
| Topic 4: Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
| Topic 5: Customer Service Fundamentals | 25% | - Principles of customer service - Professional ethics and standards - Customer expectations and satisfaction |
BBPSD Customer Service Sample Questions:
1. When a customer starts to make a complaint and you think that you know what the problem is you should:
A) Listen, acknowledge the issue and say how you will resolve the issue.
B) Listen and then immediately say how you are going to resolve the issue.
C) Listen, acknowledge, apologise and then say how you will resolve the issue.
D) Listen, apologise and say how you will resolve the issue.
2. Which of the following is the most important reason for getting customer feedback:
A) To be seen to be responsive to customers.
B) To improve the overall customer experience.
C) To improve sales.
D) To establish a customer database.
3. An employee who has the skills to deal effectively in customer facing roles within the business is called a:
A) Trained salesperson.
B) Effective customer professional.
C) Customer focused professional.
D) Customer service professional.
4. If a sales person notices that they are getting a lot of enquiries about a product they do not stock they should:
A) Ignore it and focus on their job.
B) Investigate if colleagues have noticed the same thing.
C) Ignore it for now and check again next month.
D) Put a sign in the shop to say it is not sold here.
5. In order to improve the overall customer experience it is important to get:
A) Sales figures.
B) Sales projections.
C) Customer feedback.
D) None of the above.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: C |
