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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Problem Solving & Conflict Resolution | 25% | - Decision-making and escalation procedures - Conflict resolution strategies - Handling complaints and difficult customers |
| Customer Service Fundamentals | 25% | - Principles of customer service - Professional ethics and standards - Customer expectations and satisfaction |
| Service Delivery & Operations | 15% | - Service process and standards - Use of support tools and systems - Time management and productivity |
| Communication Skills | 25% | - Written communication for support - Active listening techniques - Verbal and non-verbal communication |
BBPSD Customer Service Sample Questions:
A person who is unknown to an organisation who acts as a customer and then reports back to the organisation on their experience is called a:
- A. Mystery shopper.
- B. Secret shopper.
- C. Unknown shopper.
- D. Shopping experience tester.
Correct Answer: A 🗳️
Continuous improvement, by definition, means that a business is always looking for:
- A. Better employees and more customers.
- B. Small things that can improve the overall customer experience.
- C. Continually getting better customers into the shop.
- D. Ways in which the business can save money.
Correct Answer: B 🗳️
It is important to give an internal customer a good customer experience because:
- A. They are more likely to complain than external customers.
- B. They are more important than external customers.
- C. They are equally as important as external customers.
- D. They are more likely to be a returning customer.
Correct Answer: C 🗳️
When establishing standards of customer service it is helpful if they are specific, time bound and:
- A. Measurable.
- B. Realistic.
- C. Achievable.
- D. All of the above.
Correct Answer: D 🗳️
The car maker Henry Ford who said that 'customers could have any colour car they wanted as long as it was black' was operating in a:
- A. Undifferentiated market.
- B. Differentiated market.
- C. None of the above.
- D. Segmented market.
Correct Answer: A 🗳️
