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BBPSD Customer Service Sample Questions:

1. If a colleague enters your office unexpectedly and you are sat at your desk, then a time management technique which should lead to a shorter interruption is to:

A) Explain you are very busy.
B) Ask them to leave and come back later.
C) Remain seated and ignore them.
D) Stand up and greet them and do not sit back down.

2. To listen, acknowledge, apologise and then say how you will resolve an issue is the correct response when:

A) You are late for work.
B) A customer enters a shop for the first time.
C) You are talking to your boss.
D) A customer makes a complaint.

3. When establishing standards of customer service it is helpful if they are specific, measurable, achievable, realistic and:

A) Trustworthy.
B) Tested.
C) Time bound.
D) Time.

4. There are a number of important events in customer interactions. These are called:

A) Critical moments.
B) Key interactions.
C) Important customer events.
D) Key customer exchanges.

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

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

Solutions: