Customer Service Skills Test Question 32 – Helping a customer locked out of an account before a deadline
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 cannot access their online account because the security code is being sent to an old mobile number. Their application deadline is in two days. The service has an approved alternative identity check and a recovery form for changing contact details.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Send the recovery form and explain the deadline rules, but leave the customer to complete the alternative identity check without recording the urgency.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Complete the approved alternative identity check, explain the recovery process, record the approaching deadline and help the customer use the correct route to update the mobile number.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell the customer to keep requesting codes and try different answers until one works.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Send the standard password-reset guide and advise the customer to call again if it still does not work.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Effective
- Action C: Counterproductive
- Action D: Ineffective
Members can unlock the detailed explanation for all four actions, including why each rating fits and how to judge similar customer-service situations.
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