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BBPSD Customer Service Sample Questions:

1. Doing more than one task at a time is known as:

A) Multitasking.
B) Efficiency tasking.
C) Sequential tasking.
D) Activity scheduling.

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

3. If it is not possible to establish personal communication with a customer face-to-face then the next best method is:

A) Letter.
B) Leaflet.
C) Email.
D) Phone.

4. Which of the following is the most important reason for getting customer feedback:

A) To improve sales.
B) To be seen to be responsive to customers.
C) To improve the overall customer experience.
D) To establish a customer database.

5. When communicating with a customer by writing a letter you should:

A) None of the above.
B) Make the letter long and interesting.
C) Never sign the letter yourself.
D) Sign the letter yourself.

Solutions: