Customer Service Skills Test Question 49 – Responding when a customer disputes an internal note
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 asks why a previous note describes them as aggressive. They say they were upset but did not threaten anybody and want the wording removed. The service allows factual corrections and customer disputes to be recorded, while preserving the audit trail.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell the customer that internal notes are for staff only and cannot be questioned or changed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Add a new note containing the customer’s version, but do not review whether the original description was accurate.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Review the original note and any available evidence, record the customer’s dispute and follow the correction process if the wording is inaccurate or unsupported.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Delete the original note immediately because the customer has objected to it.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Fairly Effective
- Action C: Effective
- Action D: Counterproductive
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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