Customer Service Skills Test Question 54 – Containing customer information sent to the wrong person
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 colleague notices that an email sent five minutes ago included another customer’s attachment. The attachment contains contact details and information about the case. The recipient has not replied. The service has an incident-reporting and containment process, including advice on contacting the recipient and affected customer.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Delete the email from the sent folder and wait to see whether the recipient raises a concern.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Send a follow-up asking the recipient to delete the attachment, but do not report the incident unless they confirm they opened it.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Try to recall the email and tell a manager at the end of the day if the recall is unsuccessful.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Report the incident immediately, use the approved containment steps, preserve the records and follow the specialist team’s instructions on contacting both customers.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Fairly Effective
- Action C: Ineffective
- 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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