Customer Service Skills Test Question 46 – Taking ownership after repeated customer contacts
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 has contacted the service four times about the same unresolved correction. Notes show that two teams have passed the case between them. You can review the history, send a structured referral to the specialist team and give the customer a realistic response time.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask the customer to explain the entire issue again so you can decide which previous team made the mistake.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer the previous teams handled the case badly and promise that you will personally have it corrected today.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Send the case to the specialist team with a clear summary and reference, but tell the customer only that somebody will respond when possible.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Review the existing notes, summarise the unresolved issue, send a complete referral to the specialist team and give the customer the reference and realistic response time.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Counterproductive
- Action C: Fairly Effective
- Action D: 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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