Customer Service Skills Test Question 28 – Checking a representative’s authority without delaying the case
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 solicitor contacts the service about a customer’s urgent case and says written authority was sent last week. The document is visible in the record but is missing the customer’s signature. No information can be disclosed until authority is valid.
Customer communication
Customer: We sent authority already. The deadline is tomorrow, so please tell me what is outstanding.
Which response would you be most likely to give?
Response A
I can see the document, but it is missing the customer’s signature. I will explain the exact correction needed and the quickest secure way to provide it before the deadline.
Response B
Because you are a solicitor, I can discuss the case while the signature is being obtained.
Response C
The authority is invalid, so you must submit a completely new representation pack by post.
Customer follow-up
The service accepts a digitally signed correction page through secure upload. The representative can obtain it from the customer within an hour.
Which response would you be most likely to give next?
Response A
Wait for the original paper signature because digital signatures may be challenged later.
Response B
A digitally signed correction page is sufficient. Upload it securely using this reference, and I will arrange prompt validation when it arrives.
Response C
Email the signed page to me directly and I will keep it in my inbox until the case team asks for it.
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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