Customer Service Skills Test Question 19 – Protecting an account after an unauthorised change
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 says their address was changed without permission and a payment was redirected. The system shows a recent online change from an unfamiliar device. The fraud response process allows the account to be secured immediately while the change is investigated.
Customer communication
Customer: Someone has changed my details and taken my payment. I need you to put everything back now.
Which response would you be most likely to give?
Response A
I will secure the account, complete the identity checks and start the unauthorised-change investigation. I will explain what can be corrected immediately and what needs specialist review.
Response B
I can reverse the address and payment details now, then investigate later if the customer who made the change complains.
Response C
You need to report this to the police before the service can take any action.
Customer follow-up
The account is secured, but the redirected payment cannot be reissued until the fraud team confirms the transaction. The customer says they have no money for essential travel tomorrow.
Which response would you be most likely to give next?
Response A
The account is safe now, so you will need to wait for the investigation before discussing financial support.
Response B
The payment investigation must be completed before reissue, but I will mark the financial urgency, arrange the emergency support assessment and give you a clear update point from the fraud team.
Response C
I will ask the fraud team to release the payment today because the customer has passed identity checks.
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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