Work Strengths Test Question 30 – Improving quality while targets are being met
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
Your team has met its monthly volume target, but customer complaints have increased. Most complaints mention unclear explanations and customers needing to contact the team again. Some staff argue that the target proves performance is good and that complaints are inevitable during a busy period. You need to respond without causing an unnecessary drop in output.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Congratulate the team on meeting the target and postpone any complaint review until the next quarter.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Increase spot checks on the types of contact generating the most complaints for the next two weeks.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Review complaint themes and a sample of recent contacts, agree specific quality improvements with the team and monitor both repeat contact and output.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Remind staff to be polite and clear when speaking to customers.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Fairly Effective
- Action C: Effective
- Action D: Fairly Effective
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