Customer Service Skills Test Question 55 – Handling conflicting evidence in an urgent support request
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 for urgent support. The system shows a date that makes them ineligible, but a scanned document suggests the date may have been entered incorrectly. You cannot amend eligibility yourself. An authorised decision maker can review the evidence urgently, and the customer may qualify for separate interim support.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Explain the conflict, submit the evidence for an urgent decision and give the customer the interim-support information, but do not check whether an existing payment can continue.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Check the relevant records and ask an authorised decision maker for a same-day review, but wait for the decision before telling the customer what is happening.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Reject the request because the current system date shows that the customer does not qualify.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Change the eligibility date to match the scanned document so the urgent support can be approved immediately.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Fairly Effective
- Action C: Ineffective
- Action D: Counterproductive
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