Customer Service Skills Test Question 44 – Correcting advice given by another adviser
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 another adviser told them no evidence was needed. The current guidance clearly requires one document, and the earlier contact note shows that incorrect advice was given. The customer still has enough time to provide the evidence.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Give the correct requirement and submission route, but leave the earlier note unchanged and take no action to prevent the same advice being repeated.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Apologise for the inconsistent advice, explain the correct requirement, give the exact submission route, update the contact record and flag the guidance issue for review.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell the customer the previous adviser was wrong and should have known the guidance before giving advice.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ask the customer to call back when the previous adviser is working so that person can explain what they meant.
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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