Casework Skills Test Question 66 – Resolving conflicting instructions from two representatives
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Practice focus: Representative authority, customer control and reversible action
Difficulty: Hard
Scenario
A customer has valid consent forms for two representatives. One asks you to withdraw the application, while the other asks you to submit additional evidence and continue. The consent forms do not identify a lead representative or allow either person to override the other. The customer can be contacted through a verified route. Guidance says irreversible action should pause until the customer clarifies who may give instructions and what they want to happen.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Follow the instruction received most recently because it is the latest expression of the customer's wishes.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Accept and index the additional evidence, take no irreversible decision and contact the customer to clarify the conflicting instructions.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Pause withdrawal, contact the customer through the verified route, clarify their wishes and representative arrangements, then record and follow the confirmed instruction.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Send each representative a copy of the other person's message and ask them to agree between themselves before contacting the team again.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Ineffective |
| Action B | Fairly Effective |
| Action C | Effective |
| Action D | Counterproductive |
Members can unlock the full explanation for all four actions, including how evidence, fairness, confidentiality, customer impact and authority affect each rating.
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