Customer Service Skills Test Question 9 – Handling an urgent call from an unauthorised representative
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 person calls about their partner’s application. The record contains no authority for anyone else to discuss it. The caller says the customer is in hospital and the application deadline is tomorrow.
Customer communication
Customer: My partner cannot call you. I need to know what documents are missing so I can send them today.
Which response would you be most likely to give?
Response A
Because the deadline is tomorrow, I will tell you which documents are missing but nothing else.
Response B
Ask your partner to call us when they leave hospital. We cannot do anything until then.
Response C
I cannot discuss the application without authority, but I can explain the general consent options and check whether an urgent representative process is available.
Customer follow-up
The caller says the customer is conscious but cannot speak for long. The service allows verbal consent on a short three-way call, or a secure written authority form.
Which response would you be most likely to give next?
Response A
We can arrange a brief three-way call to record verbal consent, or I can send the secure authority form. Once authority is recorded, I can discuss the missing documents with you.
Response B
Put your partner on speakerphone and ask them to say that you can deal with everything. I will make a note without completing the normal checks.
Response C
Send the documents you think are missing and we will decide later whether you were allowed to act.
Click to reveal the answers
- Initial customer communication: Response C
- Customer follow-up: Response A
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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