BBPSD Customer Service CSFX Prüfungsfragen mit Lösungen:
1. 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) Clarify the issue then acknowledge and finally apologise.
C) Take responsibility then acknowledge and then say how you will resolve the issue.
D) Apologise then resolve the issue and then apologise again.
2. When a business is always looking for small things that can improve the overall customer experience we call it:
A) Continuous improvement.
B) Improving the business.
C) Continually getting better.
D) Better business.
3. 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) PRI.
B) USP.
C) BPS.
D) CSP.
4. Organisations need to gather information from customers if:
A) They are regular customers.
B) They are likely to return again.
C) They are not likely to return again.
D) All of the above.
5. If possible, the first time a customer comes into a shop you should ensure that:
A) Customer information is collected.
B) You make sure they are in the correct shop.
C) You find out their name.
D) They purchase something.
Fragen und Antworten:
| 1. Frage Antwort: A | 2. Frage Antwort: A | 3. Frage Antwort: B | 4. Frage Antwort: D | 5. Frage Antwort: A |
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