Customer Service Skills Test Question 27 – Taking a discrimination complaint seriously
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 says an adviser repeatedly claimed not to understand their accent and ended the call without providing service. The customer believes they were treated differently because of how they speak. A call recording may exist.
Customer communication
Customer: I think your adviser refused to help me because of my accent. I want this investigated.
Which response would you be most likely to give?
Response A
Misunderstandings happen on calls, so it is unlikely the adviser meant to discriminate. I can help with the original enquiry now.
Response B
I will agree that the adviser discriminated against you and escalate it as proven misconduct.
Response C
I am sorry you had that experience. I will record the allegation accurately, address the service you still need and explain how the call and any recording can be reviewed.
Customer follow-up
The customer asks for a copy of the recording and says they do not want to repeat the whole conversation. The service has a formal data access route and can preserve the recording for the complaint review.
Which response would you be most likely to give next?
Response A
I will request that the recording is preserved for the complaint and explain the data access process. I will use the existing contact notes and ask only for details that are not already recorded.
Response B
Complaint recordings are internal, so customers cannot ask for them. You will need to repeat everything for the investigation.
Response C
I will send the recording directly to your personal email today so you can decide whether it proves discrimination.
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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