Customer Service Skills Test Question 36 – Dealing with two applications for the same service
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 has submitted two applications for the same service after believing the first one had failed. Both now appear active. The newer application contains one corrected detail. The service has a process for identifying the application the customer wants to continue.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Flag both records as possible duplicates and tell the customer that the processing team will decide which one to use.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Close the newer application immediately because duplicate applications should always be removed in date order.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Compare the records, confirm which application the customer wants to continue, follow the duplicate process and explain what will happen to the other record.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Leave both applications active and wait for the processing team to notice the duplication.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Counterproductive
- Action C: Effective
- Action D: Ineffective
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