Customer Service Skills Test Question 3 – Helping a customer who cannot access their online account
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
You provide webchat support for an online service. A customer has attempted the password reset process several times, but no reset email has arrived. Their application deadline is in three days.
Customer communication
Customer: I have checked my inbox and junk folder. Nothing is arriving. Can you just reset the password for me?
Which response would you be most likely to give?
Response A
Keep requesting reset emails. Sometimes several attempts are needed before one arrives.
Response B
Create a new account with a different email address and submit a second application.
Response C
I cannot reset it for you, but I can verify your details, check the email address held on the account and guide you through the approved recovery steps.
Customer follow-up
After verification, you find that the account uses an old email address the customer can no longer access. Changing the address requires an additional identity check through an approved recovery form.
Which response would you be most likely to give next?
Response A
The old address explains why the reset has not arrived. I will send you the secure recovery form, explain the evidence needed and note the approaching deadline on the case.
Response B
Ask your old email provider to restore the account. That is the only way to regain access.
Response C
I will temporarily change the email address now because you have already answered the security questions correctly.
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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