PDF Version DemoBBPSD CSFX certification exam is experiencing a great demand within the IT industry. In recent years, BBPSD CSFX certificate has become a global standard for many successful IT companies.
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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Retention & Loyalty | 10% | - Building long-term relationships - Value creation and follow-up |
| Topic 2: Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
| Topic 3: Problem Solving & Conflict Resolution | 25% | - Handling complaints and difficult customers - Conflict resolution strategies - Decision-making and escalation procedures |
| Topic 4: Customer Service Fundamentals | 25% | - Customer expectations and satisfaction - Professional ethics and standards - Principles of customer service |
| Topic 5: Communication Skills | 25% | - Active listening techniques - Written communication for support - Verbal and non-verbal communication |
BBPSD Customer Service Sample Questions:
1. Good time management recommends that if you are busy and someone rings you then you should:
A) Answer the call and deal with it as you know you will eventually have to deal with it.
B) Ignore the phone call and let it ring.
C) Answer the phone and ask them to ring you later at a more convenient time.
D) Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
2. When communicating with a customer using email you should:
A) Read through the email before sending.
B) All of the above.
C) Keep the email courteous, short and to the point.
D) Make sure the email title lets the person know what it is about.
3. To improve the overall customer experience is the most important reason for having:
A) Marketing.
B) Customers.
C) Customer feedback.
D) A good business plan.
4. The three generally recognised types of customer are, analytical, amiable and:
A) Authoritative.
B) Aware.
C) Assertive.
D) Aggressive.
5. Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:
A) Customer feedback.
B) Customer responsiveness.
C) Mystery shopping.
D) Sales targeting.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
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