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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 |
| Service Delivery & Operations | 15% | - Service process and standards - Use of support tools and systems - Time management and productivity |
| Customer Service Fundamentals | 25% | - Principles of customer service - Professional ethics and standards - Customer expectations and satisfaction |
| Problem Solving & Conflict Resolution | 25% | - Decision-making and escalation procedures - Handling complaints and difficult customers - Conflict resolution strategies |
| Communication Skills | 25% | - Verbal and non-verbal communication - Written communication for support - Active listening techniques |
BBPSD Customer Service Sample Questions:
1. A customer who takes a systematic and detailed approach to his purchase would be classed as an:
A) Assertive type.
B) Authoritative type.
C) Aware type.
D) Analytical type.
2. Email communication is effective because it is:
A) Not possible to trace.
B) None of the above.
C) Expensive.
D) Suitable for global markets.
3. 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) Secret shopper.
C) Unknown shopper.
D) Mystery shopper.
4. It is important to give an internal customer a good customer experience because:
A) They are more important than external customers.
B) They are more likely to be a returning customer.
C) They are more likely to complain than external customers.
D) They are equally as important as external customers.
5. When a product or service has been specially developed for a particular market segment then we would use a:
A) Differentiated strategy.
B) Not concentrated targeting strategy.
C) Concentrated targeting strategy.
D) Not differentiated strategy.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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