Customer Service Skills Test Question 29 – Giving an honest timescale without a false guarantee
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 is waiting for a decision needed before international travel. The service target is fifteen working days, but complex checks can take longer. The case is on day twelve and no final completion date is available.
Customer communication
Customer: Can you guarantee I will have the decision by next Friday? I need to book my travel.
Which response would you be most likely to give?
Response A
Do not book anything until the decision arrives because delays can happen at any time.
Response B
I cannot guarantee the date, but I will check the current stage, explain the normal target and see whether your circumstances meet the urgent review criteria.
Response C
Most cases finish within fifteen days, so it should be ready by next Friday.
Customer follow-up
The case does not meet the formal urgent criteria. One check remains outstanding, and the reviewing team can provide a progress update within three working days.
Which response would you be most likely to give next?
Response A
I will mark it urgent anyway because the customer may withdraw the application if it is late.
Response B
There is no point requesting an update because it will not guarantee completion.
Response C
The case does not meet the urgent criteria, so I cannot promise next Friday. I will request the three-day progress update and explain the options if you must make a travel decision before then.
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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