Customer Service Skills Test Question 42 – Prioritising an urgent case within a backlog
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
Your team has a backlog of customer cases. One customer has provided evidence that a decision is needed before a court hearing in three days. The guidance allows urgent prioritisation where a fixed external deadline is evidenced. Other customers have been waiting longer.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Move the case to the front because the customer has contacted the service several times and seems likely to complain.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Keep processing cases strictly by date received because changing the order would be unfair to customers who have waited longer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Ask a supervisor to confirm the priority decision and prepare the evidence and case summary while waiting for approval.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Apply the urgency criteria, record the evidence and reason for prioritisation, then arrange for the case to be reviewed before the external deadline.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Ineffective
- Action C: Effective
- Action D: 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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