Customer Service Skills Test Question 5 – Arranging an accessible way to communicate
Read the background and customer communication, then choose the response you would be most likely to give. Repeat the task after the customer follow-up.
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Background
You work in a team that normally telephones customers to confirm details before an appointment. A customer has told the service that they are deaf and prefers written communication.
Customer communication
Customer: Please do not call me. I need the questions sent in writing so I can answer them properly.
Which response would you be most likely to give?
Response A
I will cancel the appointment because the telephone check is mandatory.
Response B
We usually complete this by telephone, but I will check the approved written or relay options and confirm which one you would prefer.
Response C
The call only takes a few minutes. You could ask someone else to listen and repeat the questions to you.
Customer follow-up
The written option is available, but one identity check must be completed live. The service can use text relay or an approved video relay interpreter.
Which response would you be most likely to give next?
Response A
Please use text relay. That is the standard option for deaf customers.
Response B
We can skip the identity check and record that a telephone call was not possible.
Response C
One part must be completed live, but we can use text relay or video relay. I will explain both options and arrange the one that works best for you.
Click to reveal the answers
- Initial customer communication: Response B
- Customer follow-up: Response C
Members can unlock the full explanation for all six responses, including why the recommended replies are strongest and what makes the other choices weaker or unsafe.
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