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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Communication Skills | - Effective Communication
|
| Problem Solving & Conflict Resolution | - Issue Management
|
| Customer Service Principles | - Fundamental Principles
|
| Customer Satisfaction & Compliance | - Customer Feedback
|
BBPSD Customer Service Sample Questions:
A weekly planning schedule is an effective:
- A. Way of looking back at the week.
- B. Waste of time.
- C. Time management planning tool.
- D. Management system.
There are a number of important events in customer interactions. These are called:
- A. Important customer events.
- B. Key customer exchanges.
- C. Critical moments.
- D. Key interactions.
The three generally recognised types of customer are, analytical, amiable and:
- A. Aggressive.
- B. Assertive.
- C. Aware.
- D. Authoritative.
A person who is always keen to tell you what they have done and the difficulties they have had to overcome is known in customer service as a:
- A. Time waster.
- B. Recognition seeker.
- C. Chronic complainer.
- D. Time watcher.
Which of the following are NOT SMART objectives:
- A. Achievable.
- B. Robust.
- C. Specific.
- D. Time bound.
