Customer Service Skills Test Question 40 – Containing an email sent to the wrong 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
You notice immediately that you sent a customer document to the wrong email address. The message contains personal information. The service has an incident-reporting process and an approved recall or containment procedure.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell a manager that the email went to the wrong address, then continue working while the manager decides whether any containment action is needed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Follow the incident process immediately, attempt the approved recall or containment action, inform the responsible manager and record what information was sent.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Delete the message from your sent folder and assume the email recall will remove it from the recipient’s inbox.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Wait to see whether the unintended recipient replies before deciding whether the incident needs to be reported.
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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