Customer Service Skills Test Question 16 – Taking ownership of a case passed between teams
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.
On this page
Background
You supervise a customer service queue. A customer has contacted the department four times about the same delayed application. Each contact note says another team is responsible. You can see that the application depends on an external verification that was requested three weeks ago.
Customer communication
Customer: Every time I contact you, I am sent somewhere else. Who is actually dealing with this?
Which response would you be most likely to give?
Response A
I will review the full history, confirm which team owns the next action and give you one clear update and contact point rather than sending you elsewhere again.
Response B
The verification team is responsible now, so I will transfer you to them and let them explain the delay.
Response C
All the teams are waiting for each other. There is nothing useful I can tell you until the verification arrives.
Customer follow-up
You confirm the external organisation has not responded. Your team owns customer communication and can chase the verification team, set a review date and consider an interim arrangement if delay causes serious hardship.
Which response would you be most likely to give next?
Response A
I will ask the verification team to contact you when they receive a response, so you do not need to contact us again.
Response B
Our team will remain your contact point. I will chase the outstanding verification today, set a review date, update you by then even if nothing has changed and check whether the interim support criteria apply.
Response C
The delay is with an external organisation, so I cannot give you a timescale. Contact them directly if you want it resolved faster.
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.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
Already subscribed? Log in