Preview Questions Customer Service Representative | Role Specific Skill

Question 1: If a customer is unhappy with an automated response from your company's call system, how should you address their dissatisfaction?

Which action should you take?

Choose only one option

Apologize for the inconvenience and offer to assist them personally

Tell them to use the system for faster results

Offer a discount on services to apologize

Explain the benefits of the automated system

Question 2: You notice repeated system outages during peak hours affecting clients. How do you analyze the root cause?

Which action should you take?

Choose only one option

Switch to a backup system temporarily

Document outage times and inform IT

Interview clients for more information

Check server logs and consult IT

Question 3: 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 4: What is the primary purpose of a KYC (Know Your Customer) process in BFSI products?

Which action should you take?

Choose only one option

To ensure customer identification and compliance

To reduce service turnaround time

To simplify product understanding

To increase customer engagement

Question 5: When faced with a customer dissatisfied with loan terms, what is the best approach?

Which action should you take?

Choose only one option

Offer alternative loan products without consulting policy

Explain the terms clearly and recheck understanding

Redirect the customer to the loan approval team

Apologize and end the interaction

Question 6: A customer claims their account was compromised but has no proof. How do you proceed?

Which action should you take?

Choose only one option

Request the customer to follow the procedure for reporting fraudulent activity

Offer a temporary solution, such as freezing the account

Direct them to the fraud department for further investigation

Deny the claim due to lack of evidence and end the call