Judgement Test Question 43 – Disputed responsibility for customer updates
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
Cases move from your team to a specialist team for a final decision. Customers have complained about receiving no update during the transfer. Your team believes the specialist team should contact customers once it accepts a case. The specialist team says your team should explain the transfer before sending it. The written process does not clearly assign this step, and some customers are now contacting both teams for information. You can speak to your counterpart in the specialist team and seek formal clarification from the process owner. An interim arrangement is needed while the wording is reviewed.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask your team to update every customer before transfer until the process owner confirms the position.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Return every customer enquiry to the specialist team once a case has left your queue.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Wait for the issue to be discussed at the next monthly governance meeting.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Review the customer journey with your counterpart, agree an interim update responsibility and ask the process owner to confirm the permanent handover.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Counterproductive
- Action C: Ineffective
- Action D: Effective
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