Customer Service Skills Test Question 17 – Considering a late request after hospital treatment
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 missed a response deadline while receiving emergency hospital treatment. The published process allows late evidence to be considered where there are exceptional circumstances, but the adviser cannot approve the exception personally.
Customer communication
Customer: I was in hospital when the letter arrived. Please just ignore the deadline and reopen the case.
Which response would you be most likely to give?
Response A
The deadline has passed. You can make a new application when you are well enough.
Response B
I am sorry you were dealing with that. I cannot decide the exception myself, but I can explain the late-evidence review, what information it needs and how I will submit it promptly.
Response C
Hospital treatment is clearly exceptional, so I will reopen the case now and record the reason afterwards.
Customer follow-up
The customer has no discharge letter yet but can provide an appointment record, a hospital text message and the dates they were admitted. The review process accepts alternative evidence where formal records are not immediately available.
Which response would you be most likely to give next?
Response A
Wait until you receive the discharge letter because the review team will expect the strongest possible evidence.
Response B
I will submit the request without any evidence and tell the review team to contact the hospital directly.
Response C
Those documents can be considered as alternative evidence. I will submit them with your account of the dates and explain that the discharge letter is not yet available.
Click to reveal the answers
- Initial customer communication: Response B
- Customer follow-up: Response C
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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