BBC LA County BBC Customer Service Competency 4

Question 1

A coworker is consistently rude to customers and you have witnessed several complaints. What is the appropriate course of action?

Accepted Answer

Address your concern with your supervisor so the issue can be corrected through proper channels

Answer

Reporting concerns through proper channels protects customers and maintains a professional work environment.

Question 2

A customer provides incorrect information on their form, causing a processing delay. How should you communicate this?

Accepted Answer

Inform the customer politely of the specific error, explain the impact, and guide them on how to correct it

Answer

Clear, respectful communication about errors and correction steps keeps the process moving.

Question 3

Which approach is most appropriate when a customer has a disability that affects communication?

Accepted Answer

Communicate directly with the customer and ask how you can best accommodate their needs

Answer

Speaking directly to the individual and asking about accommodations respects their dignity and ADA rights.

Question 4

You are helping a customer when you receive a non-urgent call from a colleague. You should:

Accepted Answer

Let the call go to voicemail and return it after the customer interaction

Answer

Voicemail handles non-urgent internal calls so you can give the present customer undivided attention.

Question 5

Which communication style is most effective for written customer correspondence in county service?

Accepted Answer

Clear, concise, and professional language that is easy for the customer to understand

Answer

Professional yet plain language ensures clarity and accessibility for a diverse public.

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