BBC LA County BBC Customer Service Competency 2

Question 1

A customer calls to complain that they have been transferred three times and still have not received help. What is the best response?

Accepted Answer

Apologize, take ownership of their issue, and resolve it yourself or connect them directly to someone who can

Answer

Tell them to call back during less busy hours

Answer

Explain that transfers are standard procedure

Answer

Ask them to submit their request in writing

Question 2

Which behavior best demonstrates active listening during a customer interaction?

Accepted Answer

Nodding or providing verbal acknowledgments and summarizing what the customer said

Answer

Preparing your response while the customer is still speaking

Answer

Waiting silently until the customer finishes, then asking them to repeat the key points

Answer

Taking detailed notes without making any verbal acknowledgment

Question 3

A customer becomes verbally aggressive and begins using inappropriate language. What should you do first?

Accepted Answer

Calmly ask the customer to refrain from using that language so you can continue helping them

Answer

Immediately hang up or walk away

Answer

Match their tone to assert yourself

Answer

Transfer them to your supervisor without explanation

Question 4

A customer requests a service that is not available in your department. What is the most helpful response?

Accepted Answer

Provide them with the correct contact information and, if possible, offer to connect them directly

Answer

Tell them you cannot assist and end the call

Answer

Ask them to search the county website on their own

Answer

Apologize and take a message with no follow-up plan

Question 5

Which of the following is the most appropriate way to close a customer service interaction?

Accepted Answer

Confirm the issue was resolved, ask if there is anything else needed, and thank the customer

Answer

Say goodbye as quickly as possible to serve the next customer

Answer

Summarize only what you could not do for them

Answer

Let the customer end the interaction first without any closing remarks

Question 6

A walk-in customer arrives five minutes before closing. What should you do?

Accepted Answer

Greet them and assess whether their need can be addressed before closing or schedule a follow-up

Answer

Inform them the office is closing and ask them to return tomorrow

Answer

Ignore them and continue closing duties

Answer

Refer them to a phone number without listening to their need

Question 7

When communicating with a customer who has limited English proficiency, you should:

Accepted Answer

Use plain language, avoid jargon, and utilize available language assistance resources

Answer

Speak louder and slower to help them understand

Answer

Ask a bilingual coworker to take over immediately without attempting to help

Answer

Ask the customer to bring someone who speaks English next time