Customer Service Skills Test Question 1 – Checking a missing document before asking again
Read the background and customer communication, then choose the response you would be most likely to give. Repeat the task after the customer follow-up.
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Background
You work on a customer enquiry line. An application is marked as waiting for proof of identity. The customer says they uploaded their identity document and bank statement together two weeks ago. The system shows the bank statement but no readable identity document.
Customer communication
Customer: I have already sent both documents. Why am I being asked for the same thing again? I cannot keep taking time off work to sort this out.
Which response would you be most likely to give?
Response A
I am sorry you have had to contact us again. I will check the upload record and tell you exactly what we can see before asking you to send anything else.
Response B
The system only shows one document, so the identity document cannot have been included. Please send it again.
Response C
You will need to upload both documents again. Once you have done that, the normal processing time will start again.
Customer follow-up
You check the upload and find that the second page is present but corrupted and cannot be opened. The customer says the deadline is tomorrow and they do not have access to a scanner.
Which response would you be most likely to give next?
Response A
I can mark the identity check as complete based on what you have told me, so you will not miss the deadline.
Response B
The file cannot be used, but you can send a clear phone photograph through the approved upload route. I will note the deadline and flag the case for prompt review when it arrives.
Response C
Do not worry about the deadline. It will be extended automatically because the file was corrupted.
Click to reveal the answers
- Initial customer communication: Response A
- Customer follow-up: Response B
Members can unlock the full explanation for all six responses, including why the recommended replies are strongest and what makes the other choices weaker or unsafe.
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