BBC LA County BBC Customer Service Competency 5

Question 1

A customer expresses dissatisfaction after an issue was supposedly resolved. What is your best next step?

Accepted Answer

Listen to their concern, review what was done, and determine if additional action is needed

Answer

Re-engaging with the customer's concern shows commitment to genuine resolution.

Question 2

Which of the following is an example of going 'above and beyond' in customer service?

Accepted Answer

Anticipating a related need and proactively providing additional information that will benefit the customer

Answer

Proactively addressing related needs demonstrates genuine investment in the customer's outcome.

Question 3

When a customer is clearly in distress or emotional crisis, you should:

Accepted Answer

Acknowledge their emotional state with compassion and connect them to appropriate resources if needed

Answer

Acknowledging distress and connecting customers to appropriate resources reflects compassionate public service.

Question 4

A long wait time is causing frustration among customers in a lobby. As a front-line employee, you should:

Accepted Answer

Acknowledge the wait, provide a realistic estimate if possible, and keep customers informed of progress

Answer

Keeping customers informed during delays reduces frustration and demonstrates respect for their time.

Question 5

Which of the following best defines 'service equity' in a county government context?

Accepted Answer

Ensuring all members of the public receive fair and accessible service that meets their individual needs

Answer

Service equity means adapting service delivery to ensure fairness and access for all community members.

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