Customer Service Skills Test Question 18 – Reducing repeated requests after a bereavement
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 is trying to update an account after their spouse died. They have contacted the service three times and have been asked for different documents on each occasion. The record contains two verified documents and one remaining requirement that may have an alternative.
Customer communication
Customer: I cannot keep finding new paperwork every time I call. I have already sent everything I was told to send.
Which response would you be most likely to give?
Response A
Different advisers may need different documents. I will read you the current checklist and you can send anything that is not on the record.
Response B
Send a complete new set of documents so the specialist team has everything together in one place.
Response C
I am sorry we have made this harder. I will review everything already received, identify the one remaining requirement and check whether an accepted alternative is available before asking you for anything else.
Customer follow-up
The remaining document was issued only in the deceased person’s online account and cannot now be accessed. The specialist process allows a certified statement from the provider as an alternative.
Which response would you be most likely to give next?
Response A
The original document is not accessible, but a certified statement from the provider is accepted. I will explain exactly what it must show and note that the other evidence is already verified.
Response B
You will need to regain access to the online account because that is the document named on the checklist.
Response C
Send an ordinary screenshot from an old email and I will mark it as the original document.
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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