Customer Service Skills Test Question 37 – Protecting information during an urgent representative call
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 person calls about their partner’s application and knows the customer’s name, date of birth and reference number. No authority is recorded on the account. The caller says the deadline is tomorrow. The service allows written authority or a short three-way call to record verbal consent.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Say that no information can be given and end the call because the caller is not named on the account.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Send the written authority form and ask the caller to return it, without explaining that verbal consent can be recorded on a three-way call.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell the caller which documents are missing because they have provided enough personal details to show they know the customer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Explain that case details cannot be discussed yet, offer the three-way consent call or written authority route and provide any general public information that may help.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Fairly Effective
- Action C: Counterproductive
- Action D: Effective
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