Customer Service Skills Test Question 23 – Responding to a system error affecting many customers
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 challenges a fee that appears on their account. While checking, you notice several recent cases with the same unexpected charge after a system update. You can reverse confirmed incorrect fees and report a possible wider incident.
Customer communication
Customer: I was never told about this charge and it should not be on my account.
Which response would you be most likely to give?
Response A
I will remove the fee now because other customers have complained about the same thing.
Response B
I will check whether the fee applies to your case, correct it if it is wrong and report the pattern I have found so other affected accounts can be reviewed.
Response C
There may be a system problem, so I will wait for a general announcement before changing any individual account.
Customer follow-up
You confirm the fee is incorrect. Your manager says a national fix is being developed but may take two weeks. Staff can continue correcting confirmed cases manually and add a standard note explaining the issue.
Which response would you be most likely to give next?
Response A
The national fix will correct the account eventually, so it is safer to wait than make a manual change.
Response B
I will remove the fee but tell the customer it was an isolated mistake so they do not worry about the wider issue.
Response C
The fee is incorrect, so I will remove it now, add the standard explanation and give you confirmation. I will also keep your case linked to the wider incident.
Click to reveal the answers
- Initial customer communication: Response B
- Customer follow-up: Response C
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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