Customer Service Skills Test Question 69 – Responding to a request to delete all customer records
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
After a complaint, a customer asks for every record about them to be deleted. Some information must be retained under the service’s rules, while other material may be removed when no longer needed. The customer also says that one case note contains a factual error.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell the customer that public services never delete records and that nothing can be changed once it has been entered.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Log the deletion request and tell the customer that the data team will decide, but do not explain the retained information or address the factual error.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Explain that the request will be assessed, identify the correction separately, refer deletion decisions to the authorised team and tell the customer how to challenge the outcome.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Delete all correspondence from the case because the customer has withdrawn consent for the service to hold it.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Fairly Effective
- Action C: Effective
- Action D: Counterproductive
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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