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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% | - Conflict resolution strategies - Handling complaints and difficult customers - Decision-making and escalation procedures |
| Service Delivery & Operations | 15% | - Time management and productivity - Service process and standards - Use of support tools and systems |
| Communication Skills | 25% | - Written communication for support - Active listening techniques - Verbal and non-verbal communication |
| Customer Service Fundamentals | 25% | - Principles of customer service - Professional ethics and standards - Customer expectations and satisfaction |
BBPSD Customer Service Sample Questions:
1. When communicating with a customer using email you should:
A) Make sure the email title lets the person know what it is about.
B) All of the above.
C) Read through the email before sending.
D) Keep the email courteous, short and to the point.
2. A weekly time management planning tool is known as a:
A) Planning schedule grid.
B) Day planner.
C) Time grid.
D) Weekly planning schedule.
3. Chronic Complainers are referred to in customer service as:
A) Groups of customers who complain about the same thing.
B) Customers who repeatedly complain about service.
C) A customer who will complain immediately something goes wrong.
D) Work colleagues who constantly complain.
4. Attitudes and assumptions that we make about people are:
A) A common barrier to communication.
B) Useful when selling to customers.
C) A good first impression of customers.
D) Likely to help with product placement.
5. There are a number of important events in customer interactions. These are called:
A) Key interactions.
B) Important customer events.
C) Key customer exchanges.
D) Critical moments.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: C |
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