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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Fundamentals | 25% | - Professional ethics and standards - Customer expectations and satisfaction - Principles of customer service |
| Topic 2: Customer Retention & Loyalty | 10% | - Building long-term relationships - Value creation and follow-up |
| Topic 3: Service Delivery & Operations | 15% | - Service process and standards - Time management and productivity - Use of support tools and systems |
| Topic 4: Communication Skills | 25% | - Written communication for support - Active listening techniques - Verbal and non-verbal communication |
| Topic 5: Problem Solving & Conflict Resolution | 25% | - Handling complaints and difficult customers - Conflict resolution strategies - Decision-making and escalation procedures |
BBPSD Customer Service Sample Questions:
If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:
- A. CSP.
- B. PRI.
- C. BPS.
- D. USP.
Correct Answer: D 🗳️
Market segmentation means that:
- A. There is only a small market that is available to consumers.
- B. Customers are sub divided into smaller groups to distinguish purchaser behaviour.
- C. Organisations can deal quicker with customers.
- D. The market that the organisation is selling to has become saturated.
Correct Answer: B 🗳️
There are a number of important events in customer interactions. These are called:
- A. Important customer events.
- B. Key interactions.
- C. Critical moments.
- D. Key customer exchanges.
Correct Answer: D 🗳️
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. Shopping experience tester.
- B. Unknown shopper.
- C. Mystery shopper.
- D. Secret shopper.
Correct Answer: C 🗳️
When communicating with a customer by writing a letter you should:
- A. Never sign the letter yourself.
- B. Make the letter long and interesting.
- C. None of the above.
- D. Sign the letter yourself.
Correct Answer: D 🗳️
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