Customer Service Skills Test Question 31 – Correcting an appointment letter sent to an old address
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
A customer says an appointment letter was sent to their old address even though they updated their details three weeks ago. The system shows the new address. The letter was generated before the change and has now been returned. The appointment is tomorrow, and the customer has not received any written confirmation of the time or location.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Check the returned letter and appointment record, confirm the new address, give the customer the verified appointment details and send a secure confirmation while recording what happened.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer the letter was produced before the address change, so they should have checked their online account instead.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Read out the appointment time and location, then ask the customer to attend as planned without checking the returned letter or address record.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ask the customer to wait for a replacement letter because appointment information should only be provided in writing.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Counterproductive
- Action C: Fairly Effective
- Action D: Ineffective
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