Preview Questions Customer Service Representative | Role Specific Skill

Question 1: When a customer complains about being misinformed during a previous interaction, how do you handle it?

Which action should you take?

Choose only one option

Redirect the customer to the person they spoke with earlier

Tell the customer they are mistaken and that the information was accurate

Apologize for the miscommunication and offer correct information

Ignore the customer's complaint and continue with the solution

Question 2: The records show otherwise. How should you handle this conflict?

Which action should you take?

Choose only one option

Insist the customer checks their records again

Escalate the claim to avoid further discussion

Explain the charges with evidence from the records

Offer a refund to close the matter quickly

Question 3: What is the best approach to handle a frustrated customer over the phone?

Which action should you take?

Choose only one option

Provide an immediate solution regardless of correctness

Stay calm, actively listen, and reassure them

Match their tone to show empathy

Redirect them to the complaints department

Question 4: How can a representative ensure written communication is professional and error-free?

Which action should you take?

Choose only one option

Keep messages short and concise

Use automated tools for spell-check

Include technical terms for accuracy

Proofread thoroughly before sending

Question 5: Which type of BFSI product allows customers to hedge against inflation risks?

Which action should you take?

Choose only one option

Term insurance

Inflation-indexed bonds

Real estate investment trusts

Fixed deposits

Question 6: What does the term "Net Asset Value (NAV)" refer to in mutual funds?

Which action should you take?

Choose only one option

Minimum value required for investment

Daily market value per unit of the fund

Total value of assets managed

Percentage of income paid out