Customer Service Skills Test Question 43 – Offering an alternative to an online-only process
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 says they do not have internet access and cannot use the online form. The service offers assisted digital support, a telephone application and a paper form where needed. The customer has a deadline in ten days.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Discuss the approved alternatives, check which is practical for the customer and arrange the chosen route with clear information about the deadline.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Suggest that a family member creates an account and completes the application in the customer’s name.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Repeat the online instructions more slowly and tell the customer they will need to find somewhere with internet access.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Post a printed guide and the service telephone number, but do not arrange an alternative application route during the contact.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Counterproductive
- Action C: Ineffective
- Action D: Fairly Effective
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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