Preview Questions Customer Service Representative | Role Specific Skill

Question 1: How does prioritizing problems impact overall resolution efficiency in BFSI?

Which action should you take?

Choose only one option

Simplifies reporting processes

Reduces customer effort

Allocates resources effectively

Improves compliance

Question 2: How should you handle a customer who is upset about a charge that was incurred due to their own mistake, but they refuse to accept responsibility?

Which action should you take?

Choose only one option

Offer a full refund to appease them, even if it's against policy

Explain the charge clearly, offer alternatives, and empathize with their situation

Ignore the customer's feelings and move forward with the charge

Tell them it's their responsibility and they must pay the charge

Question 3: If a customer claims their insurance claim was denied but insists it was a valid claim, how do you proceed?

Which action should you take?

Choose only one option

Review the claim details, explain the reasons for denial, and offer further assistance

Ignore the customer's complaint and close the issue

Apologize and reopen the claim for review

Suggest they escalate to management

Question 4: A client reports missing dividend payments. What would you do to resolve this?

Which action should you take?

Choose only one option

Inform the client and proceed accordingly

Verify payment history

Check dividend distribution policies

Escalate to accounts team immediately

Question 5: When explaining a complex BFSI product, what technique ensures better customer understanding?

Which action should you take?

Choose only one option

Use technical terms for accuracy

Break down information into simple, clear steps

Refer to detailed documentation

Focus on selling the benefits

Question 6: How should a customer service representative address a situation where a customer disagrees with a financial product's terms?

Which action should you take?

Choose only one option

Refuse to change the terms of the product

Apologize and accept the customer's view

Tell the customer to speak with the manager

Explain the terms again in simple language and offer alternative solutions