Customer Service Skills Test Question 7 – Explaining an unclear decision letter
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 calls after receiving a letter saying their application has been suspended pending further information. The letter lists a reference number but does not explain the next step in simple language.
Customer communication
Customer: What does suspended mean? Has my application been refused?
Which response would you be most likely to give?
Response A
It has not been refused. It is paused while we wait for the information listed in the letter. I can explain what is needed and the date it must reach us.
Response B
Suspended means the application is not active. Everything you need is in the letter.
Response C
It probably means the application will be refused unless you send more information quickly.
Customer follow-up
The customer says English is not their first language and asks whether a friend can speak to the service for them about the evidence request.
Which response would you be most likely to give next?
Response A
Your friend can take over the call now if you pass the phone to them.
Response B
We can arrange an interpreter, or I can explain how you can authorise your friend to discuss the case. Which option would help you most?
Response C
Please ask your friend to translate the letter privately and call us back only if you still have questions.
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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