Preview Questions Customer Service Representative | Role Specific Skill

Question 1: When a customer accuses the company of poor service, what is the most effective course of action?

Which action should you take?

Choose only one option

Ignore the complaint and proceed with the call

Agree with the customer to avoid escalation

Redirect the customer to a different department

Apologize, empathize, and assure corrective actions

Question 2: A customer's payment was not processed, but the system shows it was successful. How would you handle this discrepancy?

Which action should you take?

Choose only one option

Offer a partial refund as compensation

Apologize and tell the customer to check their account

Close the issue without further investigation

Investigate the issue thoroughly, confirm the transaction, and offer a solution

Question 3: What is the primary advantage of a personalized communication approach in BFSI?

Which action should you take?

Choose only one option

Reduces response time

Simplifies compliance processes

Enhances operational efficiency

Builds customer trust

Question 4: How can a representative ensure a customer understands the terms of a loan during a call?

Which action should you take?

Choose only one option

Avoid asking questions to keep the call brief

Speak quickly to avoid confusion

Read from a script

Paraphrase important details and check for understanding

Question 5: In the context of credit cards, what does APR (Annual Percentage Rate) represent?

Which action should you take?

Choose only one option

The annual cost of borrowing, including interest and fees

The interest rate charged only on purchases

The total amount a customer can borrow from the credit card

The monthly fee for credit card maintenance

Question 6: What should be your first step if a customer expresses dissatisfaction over the terms of a new financial product they've recently acquired?

Which action should you take?

Choose only one option

Explain that they signed an agreement and cannot change terms

Offer a refund for the product immediately

Listen carefully and gather details before offering a solution

Tell them to contact the sales representative for clarifications