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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery & Operations | 15% | - Service process and standards - Use of support tools and systems - Time management and productivity |
| Topic 2: Problem Solving & Conflict Resolution | 25% | - Decision-making and escalation procedures - Conflict resolution strategies - Handling complaints and difficult customers |
| Topic 3: Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Topic 4: Customer Service Fundamentals | 25% | - Principles of customer service - Professional ethics and standards - Customer expectations and satisfaction |
| Topic 5: Communication Skills | 25% | - Verbal and non-verbal communication - Active listening techniques - Written communication for support |
BBPSD Customer Service Sample Questions:
A customer service professional is defined as someone who:
- A. Has a number of years experience in a customer service role.
- B. Has the skills to deal effectively in customer facing roles.
- C. Always makes the most sales in a day.
- D. Trains salespeople in how to deal with customers.
Correct Answer: B 🗳️
Benchmarking is used to:
- A. Keep track of your daily sales targets.
- B. Measure how your organisation is performing in relation to your competitors.
- C. Test customer purchases.
- D. Compare your competitors' prices.
Correct Answer: B 🗳️
Measuring how your organisation is performing with customer service in relation to your competitors is known as:
- A. Comparing.
- B. Standardising.
- C. Benchmarking.
- D. Contrasting services.
Correct Answer: C 🗳️
Which of the following is recognised as a time wasting activity:
- A. Being decisive.
- B. Making a decision.
- C. Having a to-do list.
- D. Being indecisive.
Correct Answer: D 🗳️
Continuous improvement, by definition, means that a business is always looking for:
- A. Ways in which the business can save money.
- B. Small things that can improve the overall customer experience.
- C. Better employees and more customers.
- D. Continually getting better customers into the shop.
Correct Answer: B 🗳️
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