Work Strengths Test Question 85 – Responding to repeated complaints about a standard letter
Read the scenario, then choose the one action you would be most likely to take and the one action you would be least likely to take.
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Scenario
A customer complains that a standard decision letter does not explain what they need to do next. You have seen similar queries several times this month. The decision in this case is correct, but the customer is upset and the wording is likely to generate further calls unless it is clarified.
Choose the actions
Select one Most likely action and one Least likely action. Do not rank the two remaining actions.
Action A
Tell the customer that the letter is approved wording and cannot be changed by the service team.
Your selection:
Most likelyLeast likely
Action B
Apologise for the confusion and resend the same standard letter in case the customer did not read it carefully.
Your selection:
Most likelyLeast likely
Action C
Explain the next steps for this customer, record the repeated issue and raise a focused suggestion to improve the standard wording.
Your selection:
Most likelyLeast likely
Action D
Write a completely new letter for this customer but do not record the wider wording problem.
Your selection:
Most likelyLeast likely
Click to reveal the answer
- Most likely: Action C
- Least likely: Action A
Members can unlock the full explanation for all four actions below, including why the strongest and weakest choices fit and how the two middle options compare.
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