Customer Service Skills Test Question 12 – Updating a customer record with a new name
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’s application uses their current surname, but the service record still shows their previous surname. The customer has a digital copy of the official document supporting the change. The service accepts verified digital copies through its secure upload facility.
Customer communication
Customer: My application keeps being rejected because the names do not match. I have already explained that I changed my surname.
Which response would you be most likely to give?
Response A
Submit the application again using your previous surname so it matches our record.
Response B
The names must match before we can help, so you will need to obtain a new paper document and call back.
Response C
I will check which record needs updating and explain how to upload the supporting document securely so the names can be matched.
Customer follow-up
The customer uploads the document while you are speaking. It is clear and valid, but the record update must be completed by a specialist team within two working days.
Which response would you be most likely to give next?
Response A
The document is readable and has been received. I will send it to the specialist team, give you the reference and explain that the application should not be resubmitted while the record is being corrected.
Response B
The upload looks fine, so I will tell you that the name has been changed even though the specialist team has not completed it yet.
Response C
Call back in two days to see whether anyone has looked at it. There is no reference for this type of update.
Click to reveal the answers
- Initial customer communication: Response C
- Customer follow-up: Response A
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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