Customer Service Skills Test Question 2 – Resolving two different appointment times
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
You work at a public appointment centre. A customer’s online account shows an appointment at 10:30 am tomorrow, but the reminder email sent by the service says 11:30 am. The booking record shows that the appointment was moved to 10:30 am after the reminder email was generated.
Customer communication
Customer: Which time am I supposed to attend? I have arranged travel for 11:30 because that is what your email says.
Which response would you be most likely to give?
Response A
The online account is normally the most up to date, so you should attend at 10:30 am.
Response B
I can see why this is confusing. The appointment was changed after the reminder was sent. I will check whether 10:30 can still work for you and what alternatives are available.
Response C
Please arrive at 10:30 am and show the reminder email if anyone questions why you are late.
Customer follow-up
The customer says they cannot arrive before 11:15 am because their train ticket cannot be changed. There is one free appointment at 11:30 am, but moving it requires you to update the booking while the customer is on the call.
Which response would you be most likely to give next?
Response A
Come at 11:15 am and the reception team will probably fit you in between other appointments.
Response B
Keep the 10:30 am appointment and call us again tomorrow if you miss it.
Response C
There is a free appointment at 11:30 am. I can move your booking now and send a fresh confirmation while we are speaking.
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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