Judgement Test Question 26 – Staff give customers different advice
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
Customers have complained that officers give different answers to the same type of enquiry. The guidance contains a difficult paragraph and staff disagree about what it means. The disagreement has moved into the team chat, where colleagues are posting examples to prove their interpretation is right. A policy owner can clarify the unresolved point, but the team also needs a consistent way to explain the answer to customers. You manage the service and need to restore confidence quickly without blaming individuals for a wider ambiguity.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Bring the team together to compare the cases and agree what is already clear. Ask the policy owner to resolve the disputed point, then monitor a sample of future replies.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Identify the officers whose replies caused complaints in the team chat so everyone can see which interpretation failed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell officers to copy wording from previous replies so every customer receives the same message.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ask one experienced officer to handle every enquiry of this type until the guidance is clarified.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Counterproductive
- Action C: Ineffective
- Action D: Fairly Effective
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