Customer Service Skills Test Question 25 – Correcting conflicting written advice
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 has two messages from the service. One says to upload a document within ten days; the other says no further evidence is required. The current policy confirms the document is required. The customer relied on the second message and the ten-day period has passed.
Customer communication
Customer: Your own messages told me two different things. I followed the one that said I did not need to send anything.
Which response would you be most likely to give?
Response A
The messages conflict and I am sorry. I will confirm the current requirement, identify which advice was wrong and check the remedy for any missed deadline caused by our message.
Response B
The document is required under the current policy, so you should send it now and hope the decision maker accepts it late.
Response C
Because one message said no evidence was needed, I will remove the requirement from the case.
Customer follow-up
The audit shows the incorrect message was sent by the service after the evidence request. The late-evidence process allows the customer’s reliance on official advice to be considered, but the adviser cannot waive the requirement.
Which response would you be most likely to give next?
Response A
I will tell the decision maker to accept the document late because the service caused the confusion.
Response B
I will help you submit the required document with the audit evidence showing the incorrect message, and I will refer the missed deadline for formal consideration today.
Response C
Send the document without mentioning the incorrect message because drawing attention to it may complicate the case.
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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