Customer Service Skills Test Question 48 – Helping a customer who arrives shortly before closing
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 arrives ten minutes before the office closes. They need to submit an urgent form due that day and also want a full review of a separate issue. The urgent submission can be accepted after a short identity check. The full review normally takes around forty minutes.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Give the customer the form-receipt instructions and book an appointment for the full review, but ask them to return the urgent form the next morning.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Complete the required identity check, accept and receipt the urgent form, explain that the full review needs a separate appointment and arrange the earliest suitable time.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Skip the identity check so the form can be accepted before the office closes, then make a note to verify the customer later.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Refuse to help because the customer should have arrived earlier and the office is about to close.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Effective
- Action C: Counterproductive
- Action D: Ineffective
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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