Customer Service Skills Test Question 38 – Responding when the wrong customer letter has been sent
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
On this page
Scenario
A customer contacts the service because an envelope addressed to them contains a letter about another person. The letter includes the other person’s name and case reference. The customer still needs the correct letter about their own application.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Apologise, verify the customer, follow the information-incident process, give safe handling instructions and arrange for the correct letter to be issued.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask the customer to return the incorrect letter at their own cost before the service will discuss their application.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Report the incident to the information team and tell the customer somebody will contact them later, without arranging the correct letter or explaining what to do with the one received.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ask the customer to destroy the letter and continue the call without recording the incident.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Ineffective
- Action C: Fairly Effective
- Action D: Counterproductive
Members can unlock the detailed explanation for all four actions, including why each rating fits and how to judge similar customer-service situations.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
Already subscribed? Log in