Customer Service Skills Test Question 66 – Correcting inaccurate guidance on a public webpage
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 public webpage says a document is optional, but current internal guidance says it is required. A customer relied on the webpage and now has little time before the deadline. The service can accept provisional evidence in some cases, and the webpage owner can issue an urgent correction.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell the customer that the webpage is out of date and they must provide the document because internal guidance takes priority.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Take a screenshot of the webpage and tell the customer it guarantees that the request must be approved without the document.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Apologise, send the correct document list and extend the deadline within your authority, but do not report the inaccurate webpage.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Verify the current rule, explain the published error, use the provisional route if the case meets the criteria and alert the webpage owner for urgent correction.
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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