Customer Service Skills Test Question 53 – Using an accessible alternative to telephone verification
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
On this page
Scenario
A customer with a hearing impairment cannot complete the standard telephone verification. The service has approved video-relay and in-person alternatives. The customer has a deadline tomorrow and asks whether a relative can answer the security questions instead.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Send the standard telephone number again and explain that every customer must complete the same verification process.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Allow the relative to answer the security questions because they are with the customer and can explain the situation.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Use an approved alternative verification route, record the adjustment and complete the check with the customer before the deadline.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Arrange for a colleague trained in the video-relay process to complete the verification while you remain responsible for the case and confirm the outcome.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Counterproductive
- 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.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
Already subscribed? Log in