Customer Service Skills Test Question 35 – Supporting a customer who cannot use the telephone
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
A customer with a hearing impairment says they cannot complete a required telephone conversation. They have used secure webchat to explain the problem. The service can offer text relay, webchat verification or an accessible written summary after identity checks.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell the customer that telephone verification is mandatory and ask them to arrange for somebody else to make the call.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask which approved accessible option the customer prefers, explain the identity checks for that route and arrange the next step through webchat.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Send the customer a link to the standard frequently asked questions page and ask them to contact the service again if they still need help.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Offer to send an accessible written summary of the process, but do not arrange an alternative way to complete the required verification.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Effective
- Action C: Ineffective
- Action D: Fairly Effective
Members can unlock the detailed explanation for all four actions, including why each rating fits and how to judge similar customer-service situations.
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