Customer Service Skills Test Question 15 – Supporting a distressed customer with an immediate need
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 to ask when a delayed payment will arrive. They sound distressed, repeat the same questions and say they have run out of food and cannot collect their medication without bus fare. The payment team has not yet completed its review.
Customer communication
Customer: I cannot keep waiting. I have nothing left and nobody is telling me what is happening.
Which response would you be most likely to give?
Response A
The review is still open and I cannot speed it up. You will receive a message when a decision is made.
Response B
Try to borrow money from a friend or relative until the payment arrives.
Response C
I am sorry you are in this position. I will slow down, confirm the immediate needs you have described, check the payment status and look at the urgent support route available today.
Customer follow-up
The payment review cannot be completed today. The service has an urgent welfare referral route and an approved list of local emergency support organisations.
Which response would you be most likely to give next?
Response A
The payment decision will not be completed today. With your agreement, I can make the urgent welfare referral now and give you the approved emergency support contacts for food and travel help.
Response B
I can promise the payment team will treat this as their highest priority tomorrow.
Response C
Contact the emergency organisations yourself. There is no point making a referral while the payment is still under review.
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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