Customer Service Skills Test Question 59 – Stopping a repeated error in customer letters
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
On this page
Scenario
You discover that a letter template gives customers the wrong telephone number. Several letters were issued this week, and some customers may already have tried to call it. The template owner can correct the wording, and the affected cases can be identified from the mailing record.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Stop further use of the template, alert the owner, identify affected customers and arrange a corrected message through an approved channel.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask the template owner to correct the number while a colleague identifies the affected cases, then coordinate the customer correction and record the incident.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Continue using the template until the owner confirms a formal change, but tell advisers to give the correct number if customers call.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Change the number manually in your own letters and do not report the issue because other advisers should check their work.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Effective
- Action C: Ineffective
- 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.
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