Customer Service Skills Test Question 60 – Considering a fee waiver after a service delay
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 a fee to be waived because a service delay caused them extra costs. You cannot waive the fee. A manager may consider exceptional evidence, but the guidance does not guarantee a waiver. The customer can also use the complaints process.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Promise that the fee will be waived and mark it as paid so the customer is not charged while the manager considers the request.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Collect the evidence and submit it to a manager for consideration, explaining that there is no guaranteed outcome, but do not mention the complaint route.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Explain that only a manager can consider a waiver and give the customer the complaint route, but do not gather or submit the evidence for a decision.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Tell the customer that fees cannot be waived because the published guidance does not promise an exception.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Fairly Effective
- Action C: Fairly Effective
- Action D: Ineffective
Members can unlock the detailed explanation for all four actions, including why each rating fits and how to judge similar customer-service situations.
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