Customer Service Skills Test Question 13 – Responding when a customer missed a deadline after an address error
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 says they changed address online six weeks ago but did not receive a letter requesting information. The case has now closed because the response deadline passed. The record shows the address change was submitted but remained unprocessed.
Customer communication
Customer: I could not reply to a letter I never received. Your system had my new address, so why has my case been closed?
Which response would you be most likely to give?
Response A
I can see the address change was submitted but not applied. I am sorry. I will correct the record and check the review or reopening route for a missed deadline caused by this error.
Response B
The case is closed, so you will need to start a new application even if the letter went to the wrong address.
Response C
I will reopen the case immediately and guarantee that the original application date will be restored.
Customer follow-up
The service allows a late response to be considered by a review team. The adviser can upload the customer’s evidence and the audit record but cannot decide the outcome.
Which response would you be most likely to give next?
Response A
It may be quicker to make a new application and ignore the closed one.
Response B
I will submit the late-response review with the address audit and your evidence today. I cannot decide the outcome, but I will give you the reference and expected review time.
Response C
Because the service made the error, the review team has to accept the late response.
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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