Customer Service Skills Test Question 41 – De-escalating a customer who threatens to contact the media
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 is angry about a delayed decision and says they will contact the media unless somebody fixes it today. They are forceful but not abusive. You can check the case, explain the delay and record a formal complaint, but you cannot guarantee a decision today.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell the customer that threatening the media is unacceptable and end the call immediately.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Transfer the call to a manager immediately because the customer has mentioned the media, without first checking the case or recording the main issue.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Acknowledge the frustration, check the case, explain the confirmed position, identify the next action and offer to record a complaint without arguing about the media threat.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Offer to bypass the normal checks and have the case decided today if the customer agrees not to contact the media.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Fairly Effective
- Action C: Effective
- Action D: Counterproductive
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