Customer Service Skills Test Question 50 – Supporting a customer who struggles to understand a form
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 have difficulty reading and understanding a paper form. They ask you to fill it in for them. You can explain questions in plain language, record answers the customer gives and provide an accessible version, but you must not decide answers on their behalf.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Complete the form using the answers you think best fit the customer’s circumstances so the process is quicker.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Direct the customer to the online guidance and tell them to return when they have completed the form independently.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Read every question aloud and write down the customer’s answers, but do not explain any terms they say they do not understand.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Explain each question in plain language, record the customer’s own answers, check that the completed form reflects what they said and offer an accessible copy.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Ineffective
- 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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