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BBPSD Customer Service Sample Questions:

1. A common barrier to communicating with customers are the:

A) Lack of shop assistants.
B) Attitudes and assumptions that we make.
C) Busy lives we lead.
D) Use of emails.

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) Clarify the issue then acknowledge and finally apologise.
D) Take responsibility then acknowledge and then say how you will resolve the issue.

3. The most common time wasting activity is:

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

4. Continuous improvement, by definition, means that a business is always looking for:

A) Ways in which the business can save money.
B) Small things that can improve the overall customer experience.
C) Better employees and more customers.
D) Continually getting better customers into the shop.

5. If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:

A) BPS.
B) CSP.
C) PRI.
D) USP.

Solutions: