Customer Service Skills Test Question 62 – Responding to a customer who may be at immediate risk
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
During a call about an urgent housing problem, a customer says, “There is no point carrying on.” The service has a welfare-escalation process and guidance to contact emergency services where there may be immediate danger. You are not expected to provide counselling or make promises about the housing outcome.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Explain that you are not trained in mental health and continue discussing only the housing case.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Promise that the housing problem will be resolved today so the customer has a reason to stay calm.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Acknowledge the concern, give the customer a crisis-support number and alert a manager, but do not ask whether they are in immediate danger.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ask a clear question about immediate safety, keep the customer engaged, follow the welfare process and contact emergency services if the response indicates immediate danger.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Counterproductive
- Action C: Fairly 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.
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