Preview Questions Customer Service Representative | Role Specific Skill

Question 1: How should you handle a customer who is upset about a charge that was incurred due to their own mistake, but they refuse to accept responsibility?

Which action should you take?

Choose only one option

Offer a full refund to appease them, even if it's against policy

Explain the charge clearly, offer alternatives, and empathize with their situation

Ignore the customer's feelings and move forward with the charge

Tell them it's their responsibility and they must pay the charge

Question 2: How does a recurring deposit (RD) benefit a customer in BFSI?

Which action should you take?

Choose only one option

Linked to stock market returns

Reduces monthly financial commitments

Offers high liquidity

Provides interest on monthly savings

Question 3: 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 4: What is the best approach if a customer becomes irate due to unexpected fees on their account?

Which action should you take?

Choose only one option

Quickly transfer the call to a supervisor

Offer to waive the fees without explanation

Insist the fees are justified and end the conversation

Apologize, listen, and offer to investigate the fees

Question 5: What is the primary benefit of involving cross-functional teams in problem resolution?

Which action should you take?

Choose only one option

Reduces issue recurrence

Increases customer satisfaction

Speeds up resolution

Improves operational efficiency

Question 6: What is the best way to communicate complex financial concepts to a non-technical customer?

Which action should you take?

Choose only one option

Refer the customer to detailed documentation

Provide written materials

Use analogies and examples

Stick to technical terms for accuracy