CBSA OTEE Client Service Practice Questions

Client Service for a Border Officer is very different to a retail store manager.

 In retail, the customer is always right. At the border, the customer is respected, but compliance is the priority.

To pass the OTEE Client Service module, you must understand that “Client Service” at the border is different from service in a retail store. You need to balance these three competing priorities:

1. Communication (The Tool)
This is your ability to convey information clearly and effectively, especially under pressure.

• Active Listening: Acknowledging the traveler’s frustration before acting.
• Clarity: Explaining complex immigration or customs rules in simple, plain language.
• De-escalation: Using your voice and body language to calm an agitated traveler rather than arguing with them.

2. Compliance (The Goal)
Unlike a standard customer service job where “the customer is always right,” a Border Services Officer’s primary duty is to enforce the law and protect Canada.

• Security First: Never compromise safety or regulations just to be polite.
• Firmness: Being comfortable saying “no” or enforcing a penalty when required.
• Authority: Taking control of the situation when safety is at risk.

3. Respect (The Method)
This is how you bridge the gap between Communication and Compliance. You can enforce strict rules without being rude.

• Professionalism: Treating every traveler with dignity, even if they are non-compliant.
• Fairness: Applying the rules consistently to everyone, regardless of their attitude.
• Empathy: Understanding that travel can be stressful, while still doing your job.

Communication 

1. Scenario: You are at the border, and a traveler becomes agitated and starts raising their voice, accusing you of unfair treatment. How would you handle this situation to ensure effective communication and resolution?

a. Firmly tell the traveler to calm down and follow your instructions.
b. Listen patiently, acknowledge their frustration, and calmly explain the procedures.
c. Ignore the traveler’s outburst and continue processing their documents.
d. Call for a supervisor to handle the situation immediately.

2. Scenario: A traveler approaches you with a question about a new immigration policy that they don’t fully understand. How would you ensure they leave with a clear understanding of the policy?

a. Direct them to read the posted signs and information pamphlets.
b. Give a brief explanation and refer them to the official website for more details.
c. Take the time to explain the policy clearly, using simple language and answering any questions they may have.
d. Provide them with the policy document and ask them to read it themselves.

3. Scenario: You are working on a complex case that requires input from multiple team members. How do you ensure that everyone is on the same page and the task is completed efficiently?

a. Take charge of the situation and delegate tasks to each team member without much discussion.
b. Hold a team meeting to discuss the case, gather input, and assign tasks based on each person’s expertise.
c. Handle the majority of the work yourself to avoid complications and misunderstandings.
d. Communicate via email to avoid face-to-face meetings and potential conflicts.

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4. Scenario: You notice that a co-worker is consistently making errors in their reports, which affects the team’s performance. How would you address this issue?

a. Report the co-worker’s mistakes to your supervisor without confronting them directly.
b. Talk to the co-worker privately, providing specific examples of the errors and offering suggestions for improvement.
c. Ignore the issue and hope the co-worker improves over time.
d. Correct their mistakes yourself to maintain the team’s performance without addressing the co-worker.

5. Scenario: You receive conflicting instructions from two supervisors regarding a priority task. How do you resolve the situation to avoid any miscommunication or conflict?

a. Choose the instructions from the supervisor you feel are more experienced.
b. Follow the instructions that seem more straightforward and easier to complete.
c. Communicate with both supervisors to clarify the task and ensure that everyone agrees on the correct approach.
d. Complete the task based on your own judgment without consulting the supervisors further.

1. B
Listen patiently, acknowledge their frustration, and calmly explain the procedures. This approach demonstrates active listening, empathy, and effective communication, which can help de-escalate the situation and provide clarity to the traveler.

2. C
Take the time to explain the policy clearly, using simple language and answering any questions they may have.  Providing a clear and thorough explanation ensures the traveler understands the policy and feels supported, which reflects good customer service.

3. C
Hold a team meeting to discuss the case, gather input, and assign tasks based on each person’s expertise.  This approach promotes teamwork, ensures clear communication, and leverages the strengths of each team member for effective task completion.

4. B
Talk to the co-worker privately, providing specific examples of the errors and offering suggestions for improvement.  Providing constructive feedback directly to the co-worker helps them improve and fosters a supportive team environment.

5. C
Communicate with both supervisors to clarify the task and ensure that everyone agrees on the correct approach.  Clarifying with both supervisors prevents miscommunication, ensures alignment on priorities, and demonstrates proactive problem-solving.

Anatomy of a Wrong Answer: The “Pass the Buck” Trap

On the actual OTEE, you won’t just see obviously wrong answers. You will see answers that feel “kind of right” or seem efficient. The test-makers design these distractors to see if you understand the depth of service required by a Border Services Officer.

Scenario: A traveler approaches you with a question about a new immigration policy that they don’t fully understand. How would you ensure they leave with a clear understanding of the policy?

a. Direct them to read the posted signs and information pamphlets.
b. Give a brief explanation and refer them to the official website for more details.
c. Take the time to explain the policy clearly, using simple language and answering any questions they may have.
d. Provide them with the policy document and ask them to read it themselves.

Let’s look at the scenario above. The traveler is confused about a new policy. The correct answer is C because it is the only option where you take full responsibility for ensuring the traveler understands before they leave your desk.

Here is why the other options fail, and what they reveal about a candidate’s mindset:

The Trap in Option A: “Direct them to read posted signs…”
Why it looks tempting: It’s fast. It relies on official, pre-printed materials so you don’t have to worry about misspelling something. Why it fails the test: This is the “Dismissive” answer. The scenario states the traveler doesn’t understand. Pointing at a sign doesn’t fix comprehension issues; it just ignores them. It shows a lack of empathy and a refusal to engage.

The Trap in Option B: “…refer them to the official website for more details.”
Why it looks tempting: This is the most common trap. It feels modern and helpful to give them a digital resource they can check later. It seems efficient. Why it fails the test: This is the “Deferred Resolution” answer. While sending them to a website is okay as a backup, relying on it as your primary solution means you haven’t solved the problem in the moment. You are passing the responsibility to the traveler to figure it out later on their phone. A good officer ensures understanding now.

The Trap in Option D: “Provide them with the policy document…”
Why it looks tempting: It feels incredibly accurate. You aren’t paraphrasing; you are giving them the exact law/policy. Why it fails the test: This is the “Bureaucrat” answer. Government policy documents are often written in dense, complex “legalese.” If a traveler is already confused by the general concept, handing them a 20-page legal document will only overwhelm and frustrate them further. It is accurate information delivered in the least helpful way possible.

The Coaching Takeaway
When answering Client Service questions for the CBSA, ask yourself: “Does this action actually solve the person’s problem right now, or am I just giving them a task to do later?” The test rewards proactive problem-solving, not just passive information handing.

Updated:Tuesday, January 6th, 2026
Published: Monday, July 15th, 2024

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