LA County BBC Customer Service Competency

Question 1

A customer approaches you and expresses dissatisfaction with a product or service. What should you do first?

Accepted Answer

Listen carefully to understand their concern.

Answer

Apologize immediately, regardless of the situation.

Answer

Suggest a solution based on your assumptions.

Answer

Refer them to your supervisor without engaging further.

Question 2

A customer calls in with a question that you do not know the answer to. How should you respond?

Accepted Answer

Inform the customer that you don’t know but will find out and get back to them promptly.

Answer

Make up an answer to avoid appearing uninformed.

Answer

Place them on hold indefinitely while you look for the answer.

Answer

Redirect the customer to another department without verifying they can assist.

Question 3

A customer is frustrated and raising their voice while discussing a complaint. How should you handle this?

Accepted Answer

Stay calm, acknowledge their frustration, and assure them you are there to help.

Answer

Respond with the same tone to assert control over the situation.

Answer

Politely ask them to calm down before continuing the conversation.

Answer

End the conversation immediately if they do not calm down.

Question 4

A regular customer comes in and seems unsure about what product or service they need. What is your best approach?

Accepted Answer

Ask open-ended questions to understand their requirements.

Answer

Let them browse without interruption.

Answer

Recommend the most expensive product or service.

Answer

Assume their needs are the same as the last time they visited.

Question 5

A customer claims they were promised a discount by another staff member, but no record of the discount exists. What should you do?

Accepted Answer

Apologize for the confusion, clarify the policy, and offer an alternative solution if possible.

Answer

Deny the discount since it’s not documented.

Answer

Accuse the customer of lying.

Answer

Grant the discount without verifying the claim.