Customer Service Skills Test Question 51 – Correcting misleading advice before a deadline
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 was told yesterday that they had ten days to submit evidence. The written guidance gives five days, and the deadline is today. The customer has most of the evidence, but one document will not be available until tomorrow. The service allows a provisional submission where the missing item and a clear follow-up date are recorded.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Check the earlier contact note and current guidance, explain the error, accept the provisional submission and record when the missing document must be provided.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer the previous adviser was wrong and transfer them to the complaints team without dealing with the submission.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Ask the customer to send the missing document tomorrow and change the record so it appears to have arrived before today’s deadline.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Accept the evidence available today and say the remaining document can follow, but do not record the previous advice or set a follow-up date.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Ineffective
- Action C: Counterproductive
- Action D: Fairly Effective
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