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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Conflict Resolution | 25% | - Handling complaints and difficult customers - Decision-making and escalation procedures - Conflict resolution strategies |
| Topic 2: Service Delivery & Operations | 15% | - Service process and standards - Use of support tools and systems - Time management and productivity |
| Topic 3: Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Topic 4: Communication Skills | 25% | - Verbal and non-verbal communication - Written communication for support - Active listening techniques |
| Topic 5: Customer Service Fundamentals | 25% | - Customer expectations and satisfaction - Principles of customer service - Professional ethics and standards |
BBPSD Customer Service Sample Questions:
A customer who takes a systematic and detailed approach to his purchase would be classed as an:
- A. Analytical type.
- B. Aware type.
- C. Authoritative type.
- D. Assertive type.
Correct Answer: A 🗳️
Which of the following is the most important reason for getting customer feedback:
- A. To establish a customer database.
- B. To improve the overall customer experience.
- C. To be seen to be responsive to customers.
- D. To improve sales.
Correct Answer: B 🗳️
For organisations to improve their customer service they need to:
- A. Gather information when a customer may not return.
- B. Gather information when they first meet a customer.
- C. Gather information from regular customers.
- D. All of the above.
Correct Answer: D 🗳️
To improve the overall customer experience is the most important reason for having:
- A. A good business plan.
- B. Marketing.
- C. Customer feedback.
- D. Customers.
Correct Answer: C 🗳️
Which of the following is recognised as a time wasting activity:
- A. Making a decision.
- B. Being decisive.
- C. Having a to-do list.
- D. Being indecisive.
Correct Answer: D 🗳️
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