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

Taking ownership and preventing further transfers demonstrates commitment to customer satisfaction.

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

Active listening involves engaging cues and summarizing to confirm understanding.

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

Calmly setting boundaries while maintaining helpfulness is the professional first step.

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

Directing customers to the right resource and facilitating the connection reflects excellent service.

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

A proper closing confirms resolution and leaves the customer with a positive impression.

(BBC) LA County Broad-Based Clerical/Secretarial examination Practice Test