Customer Service Skills Test Question 24 – Arranging an adjustment for an office appointment
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 with severe anxiety says they cannot attend a crowded public office. The service can approve remote appointments or quieter in-person arrangements based on individual need. The customer has a deadline in four days.
Customer communication
Customer: I cannot sit in a busy waiting room. I still need the appointment, but the last visit caused a panic attack.
Which response would you be most likely to give?
Response A
Remote appointments are limited, so it may be easier if you bring someone with you to the normal waiting room.
Response B
You will need medical evidence before we can discuss any different appointment arrangement.
Response C
Thank you for explaining what you need. I will discuss the remote and quieter appointment options with you and record only the information needed to arrange the adjustment.
Customer follow-up
There is no remote slot before the deadline. A quiet room is available at the first appointment of the day, and the service can also consider a short extension if that arrangement is not suitable.
Which response would you be most likely to give next?
Response A
A quiet first appointment is available before the deadline. I can book that now, or if it does not meet your need I can submit the short-extension request. Which option is workable for you?
Response B
The remote slots are full, so you will have to attend the normal office before the deadline.
Response C
I will extend the deadline automatically and wait for a remote slot to become available.
Click to reveal the answers
- Initial customer communication: Response C
- Customer follow-up: Response A
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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