Customer Service Skills Test Question 65 – Coordinating a payment blocked between two teams
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
One team has approved a customer payment, but another team cannot release it because a required code is missing. Each team says the other must act first. The customer has been waiting for a week and has already been transferred between both teams twice.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Transfer the customer to the team that approved the payment because that team should be able to explain why it has not been released.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer that both teams blame each other and suggest making a complaint if the payment does not arrive soon.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Confirm the missing dependency with both teams, assign a named owner for the next action and give the customer a clear update time while the teams resolve it.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Create a shared case note, ask named colleagues from both teams to agree the required step and remain responsible for confirming the outcome to the customer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Counterproductive
- Action C: 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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