Customer Service Skills Test Question 33 – Managing customers during a service outage
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
The appointment system at a public counter stops working. Around twenty customers are waiting, including several people with booked appointments and two people who say their issue is urgent. The technical team has not yet provided a recovery time.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell everyone the system is broken, nothing can be done and they should leave immediately.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask a colleague to update the queue while you confirm the outage with a manager, begin manual triage and record customers who need urgent follow-up.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell the waiting customers what is known, explain that there is no confirmed recovery time, identify urgent cases and offer rebooking or alternative channels where available.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Continue taking names in arrival order and wait until each customer reaches the desk before mentioning the outage.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Effective
- Action C: Effective
- Action D: Fairly Effective
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