Customer Service Skills Test Question 22 – Correcting a calculation before a customer deadline
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 disputes a calculation in a decision letter and sends a spreadsheet showing how they reached a different figure. A specialist reviews it and confirms the service made an error. The formal correction normally takes ten working days, but the customer has another deadline in five days that depends on the correct figure.
Customer communication
Customer: I have shown you exactly where the calculation is wrong. Why am I still being told to wait?
Which response would you be most likely to give?
Response A
I will arrange a specialist review of the figures, keep ownership of the response and give you a clear date for the outcome rather than asking you to contact another team.
Response B
Your spreadsheet is not an official document, so the figure in the decision letter must stand until you make a formal appeal.
Response C
I agree the calculation looks wrong and will tell you to use your own figure for the other deadline.
Customer follow-up
The specialist confirms the error but says the corrected letter will take ten working days. Your team can issue a verified interim statement and place a hold on any adverse action linked to the wrong figure.
Which response would you be most likely to give next?
Response A
I will ask the specialist to finish the letter within five days, but there is nothing else we can do if they cannot.
Response B
The error is confirmed. I will arrange the interim statement, place the hold and tell you when the corrected letter will be issued.
Response C
The correction is already in progress, so the other organisation should accept your spreadsheet until the letter arrives.
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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