Customer Service Skills Test Question 26 – Prioritising a customer facing an immediate external 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 needs a confirmation letter from your service for a housing appointment tomorrow. The normal letter takes five working days, but staff can issue an interim email confirmation when the underlying record is verified.
Customer communication
Customer: If I do not take proof tomorrow, I may lose the appointment. Can you send the letter today?
Which response would you be most likely to give?
Response A
I will create a letter manually and email it from my personal account so you have something to show.
Response B
I will verify the record now and check whether the approved interim confirmation can be issued today while the formal letter follows.
Response C
The standard timescale is five working days, so the housing provider will need to wait.
Customer follow-up
The record is verified, but the customer has not supplied one contact detail needed for the interim confirmation. It can be confirmed verbally and recorded during the call.
Which response would you be most likely to give next?
Response A
I will leave the missing field blank because the housing appointment is urgent.
Response B
Send the detail in a reply to any previous service email and we will issue the confirmation when someone sees it.
Response C
I need to confirm one contact detail before issuing the interim email. I will check it with you now, record it and send the approved confirmation to the verified address.
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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