Customer Service Skills Test Question 39 – Rebooking after a missed appointment caused by disruption
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 missed an appointment because their train was cancelled. They contacted the service before the appointment time and the contact is recorded. The guidance allows rebooking where disruption is evidenced, and several appointments are available next week.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Check the recorded contact and rebooking guidance, offer available appointments and send confirmation once the customer chooses a suitable time.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer that missing any appointment means the whole application must be started again.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell the customer to wait for the automatic missed-appointment letter before contacting the service again.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Record the transport disruption and ask the scheduling team to contact the customer within two working days, without checking the available appointments yourself.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Counterproductive
- 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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