Customer Service Skills Test Question 45 – Explaining how to challenge a decision
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 disagrees with a decision and asks you to change it during the call. You cannot alter the decision. The customer has a right to request a formal review within 28 days and may submit supporting evidence.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Transfer the customer to the general switchboard and ask them to request whichever team deals with appeals.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Send the review form and web link, but do not explain the 28-day deadline or the supporting evidence the customer may include.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Explain that you cannot change the decision on the call, outline the formal review route, confirm the deadline and explain what evidence the customer can provide.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Tell the customer the decision is final and there is no point making a complaint because the same evidence will be considered again.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Fairly Effective
- Action C: Effective
- Action D: Counterproductive
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