Customer Service Skills Test Question 10 – Helping a customer worried about a payment date
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
A customer expected a payment on Friday, but the system shows it is scheduled for Monday. The payment date is correct under the published timetable. The customer says their rent is due on Friday.
Customer communication
Customer: I was told I would be paid this week. I cannot wait until Monday because my rent is due.
Which response would you be most likely to give?
Response A
The payment is scheduled for Monday under the standard timetable. I will explain why and check whether any urgent support or alternative route applies to your situation.
Response B
The system says Monday, so there is nothing I can do. You will need to speak to your landlord.
Response C
I will change the payment date to Friday so you do not fall behind with your rent.
Customer follow-up
The service cannot change the standard payment date, but an emergency support referral may be available after a short eligibility check.
Which response would you be most likely to give next?
Response A
Apply for emergency support online and call back if you have not heard anything by Monday.
Response B
I cannot bring the scheduled payment forward, but I can complete the emergency support check with you now and explain when you will hear the outcome.
Response C
Emergency support is not guaranteed, so it is better not to apply and raise your expectations.
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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