Work Strengths Test Question 41 – Checking a disputed amount before replying
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
A customer says the amount shown in a letter is wrong and gives a different figure. The amount in your system matches the letter, but the case notes show that a recent adjustment may not have been included. You can view the calculation and supporting record. The customer is waiting for a reply and says the difference is important to their household budget.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask a colleague to independently check the calculation before you reply to the customer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Compare the calculation with the adjustment record, correct the case if needed and explain clearly how the confirmed amount was reached.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Change the amount to the customer's suggested figure so they are not left short while the case is reviewed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Tell the customer that the system and letter agree, so the amount is likely to be correct.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Effective
- Action C: Counterproductive
- Action D: Ineffective
Members can unlock the full explanation for all four actions below, including why each rating fits and what the question is testing.
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