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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
| Topic 2: Communication Skills | 25% | - Active listening techniques - Written communication for support - Verbal and non-verbal communication |
| Topic 3: Customer Service Fundamentals | 25% | - Principles of customer service - Customer expectations and satisfaction - Professional ethics and standards |
| Topic 4: Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Topic 5: Problem Solving & Conflict Resolution | 25% | - Decision-making and escalation procedures - Conflict resolution strategies - Handling complaints and difficult customers |
BBPSD Customer Service Sample Questions:
1. There are a number of important events in customer interactions. These are called:
A) Important customer events.
B) Key customer exchanges.
C) Critical moments.
D) Key interactions.
2. When communicating with a customer using a letter you should:
A) Sign the letter yourself.
B) Be courteous.
C) All of the above.
D) Read through the letter before sending.
3. Market segmentation means that:
A) Organisations can deal quicker with customers.
B) Customers are sub divided into smaller groups to distinguish purchaser behaviour.
C) There is only a small market that is available to consumers.
D) The market that the organisation is selling to has become saturated.
4. An organisation that has distinguished itself in the automobile market by offering free insurance and petrol for a year would claim to have a:
A) CSP.
B) BPS.
C) SPU.
D) USP.
5. When a product or service has not been differentiated in the market place then it is best to use:
A) A differentiated targeting strategy.
B) A market segment.
C) A quick sales strategy.
D) An undifferentiated targeting strategy.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
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