Preview Questions Customer Service Representative | Role Specific Skill

Question 1: What communication approach should be used when a customer needs to be transferred to a different department for further assistance?

Which action should you take?

Choose only one option

Simply transfer the call without any explanation

Inform them of the transfer, explain why it is necessary, and offer help if needed

Ignore the customer's request and transfer without informing

Tell the customer to call another number themselves

Question 2: Which of the following features applies to an unsecured personal loan?

Which action should you take?

Choose only one option

Offers lower interest rates

Requires collateral

Linked to an insurance policy

Based on borrower's creditworthiness

Question 3: How should you address a situation where two customers are competing for the same BFSI resource allocation?

Which action should you take?

Choose only one option

Allow the more profitable customer to proceed

Use a first-come-first-served basis

Mediate by explaining allocation criteria clearly

Escalate the issue to the manager

Question 4: How should you address a situation where a customer is dissatisfied with the resolution of their complaint and is threatening to take legal action?

Which action should you take?

Choose only one option

Remain calm, explain the final decision, and outline the next steps, including escalation if necessary

Refuse to discuss legal action and focus only on resolving the issue

Dismiss their threat and avoid addressing their concerns

Apologize profusely and offer a non-standard solution to appease them

Question 5: How should a representative de-escalate a situation with a customer claiming fraud on their account?

Which action should you take?

Choose only one option

Gather details, validate the claim, and explain next steps

Escalate directly to the fraud team

Offer credit monitoring services as compensation

Apologize and promise a full refund immediately

Question 6: What is the best way to handle a situation where a customer disagrees with the financial advice given?

Which action should you take?

Choose only one option

Argue with the customer to prove a point

Ignore their concern and continue with your point

Listen, acknowledge their concern, and offer an alternative solution

Agree with the customer to avoid conflict