Preview Questions Customer Service Representative | Role Specific Skill

Question 1: When dealing with customer feedback on an ongoing product, how would you ensure that the feedback is communicated effectively to the product team?

Which action should you take?

Choose only one option

Ignore the feedback and move on to the next case

Offer an immediate resolution to the customer first

Document the feedback and escalate it to the relevant department

Collect feedback and send it to the product team without context

Question 2: Which of the following is a key characteristic of a traditional pension plan?

Which action should you take?

Choose only one option

It allows employees to control their investment portfolio

It is entirely dependent on the performance of the stock market

It provides a fixed, pre-determined income for the duration of retirement

It requires individuals to contribute to their retirement funds directly

Question 3: How do you handle a situation where the customer continuously interrupts you while you are explaining the solution?

Which action should you take?

Choose only one option

Become frustrated and end the conversation abruptly

Speak louder to ensure your voice is heard over the interruptions

Politely ask to finish your explanation, ensuring the customer understands

Interrupt them back to assert control of the conversation

Question 4: What is the best approach to maintain customer satisfaction when there is a system outage impacting transactions across the bank's platform?

Which action should you take?

Choose only one option

Offer a refund or compensation for the downtime

Be proactive in informing customers and offering alternatives

Tell customers there is nothing to be done and apologize

Inform customers only when they inquire

Question 5: When a customer disagrees with your solution, what is the best approach to finding a resolution?

Which action should you take?

Choose only one option

Openly discuss alternative solutions while validating their concerns

Change your answer to please the customer without following protocol

Ignore the customer's disagreement and proceed with the initial solution

Assert that the solution is final and no further discussions are necessary

Question 6: In the case of a customer being upset over an error in their billing, what is the most effective response?

Which action should you take?

Choose only one option

Ignore the complaint and move on to other tasks

Refuse to correct the mistake unless the customer provides proof

Blame the system for the mistake and end the call

Apologize for the error, offer a solution, and assure corrective action