Customer Service Skills Test Question 64 – Handling a complaint about discriminatory treatment
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 says a staff member refused an accessible service and made a dismissive comment about their disability. There is no recording of the conversation, but appointment notes and staff schedules are available. The customer still needs the service today and wants the complaint investigated.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask the staff member named in the complaint to call the customer and resolve the matter privately.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Arrange the accessible service now and register a formal complaint, but do not preserve the available appointment notes or staff records.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Preserve the available records and refer the complaint for impartial investigation, but leave the customer waiting for another adviser to arrange the service.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Explain that the comment may have been misunderstood and close the complaint because there is no recording.
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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