Customer Service Skills Test Question 52 – Taking ownership of a complaint spanning two teams
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 has contacted the service four times about the same problem. Two teams each hold part of the case, and the customer has received conflicting updates. Neither team has accepted ownership. The customer says they are tired of repeating the history and wants one clear answer about what will happen next.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Close the latest contact as a duplicate because the same issue is already recorded by both teams.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Review the contact history, confirm the current position with both teams, take ownership of coordinating the response and give the customer a clear update schedule.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Apologise and forward the customer’s message to both teams, asking whichever team can help first to reply directly.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Explain that each team can only discuss its own part of the case and ask the customer to contact them separately.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Effective
- Action C: Fairly Effective
- Action D: Ineffective
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