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BBPSD Customer Service Sample Questions:

1. The most common time wasting activity is:

A) Being indecisive.
B) Personal disorganisation.
C) Excessive socialising.
D) Frequent interruptions.

2. When communicating with a customer using a letter you should:

A) Read through the letter before sending.
B) Sign the letter yourself.
C) Be courteous.
D) All of the above.

3. Before sending a customer an email you should always:

A) Be courteous.
B) Read the email before sending.
C) Use an appropriate title.
D) All of the above.

4. When a customer starts to make a complaint and you have listened carefully to what they have to say, your next three steps should be to:

A) Take responsibility then acknowledge and then say how you will resolve the issue.
B) Acknowledge then apologise and then take responsibility.
C) Apologise then resolve the issue and then apologise again.
D) Clarify the issue then acknowledge and finally apologise.

5. 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 watcher.
B) Time waster.
C) Recognition seeker.
D) Chronic complainer.

Solutions: