Customer Service Skills Test Question 4 – Explaining two payments on a bank statement
Read the background and customer communication, then choose the response you would be most likely to give. Repeat the task after the customer follow-up.
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Background
A customer used an online payment service yesterday. Their bank statement shows two transactions for the same amount. Your system currently shows one completed payment and one payment marked as pending.
Customer communication
Customer: You have charged me twice. I need the second payment refunded today.
Which response would you be most likely to give?
Response A
I am sorry this is worrying. Our record shows one completed payment and one pending bank authorisation. I will explain what that means and what we can do if both payments complete.
Response B
The second payment will disappear automatically within 24 hours, so there is nothing to worry about.
Response C
I will arrange a refund now, although the second payment is still pending.
Customer follow-up
The customer contacts you again two days later. Both payments are now completed and the service record confirms a duplicate charge.
Which response would you be most likely to give next?
Response A
Wait another week in case one payment changes back to pending.
Response B
I can see that both payments completed. I will log the duplicate charge, start the approved refund process and give you the reference and expected timescale.
Response C
Please ask your bank to reverse one of the payments because the money has already left your account.
Click to reveal the answers
- Initial customer communication: Response A
- Customer follow-up: Response B
Members can unlock the full explanation for all six responses, including why the recommended replies are strongest and what makes the other choices weaker or unsafe.
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