Customer Service Skills Test Question 57 – Speaking to a representative after consent has expired
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 representative calls about a customer’s case and knows the reference number. The customer is nearby but not on the call. The consent recorded on the case expired last month. A submission deadline is tomorrow, and the service has an approved way to obtain fresh consent quickly.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Discuss the case because the representative knows the reference number and has dealt with the service before.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Refuse to provide any help and tell the representative to send a new authority form by post.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Use the approved method to obtain fresh consent from the customer, record it and then discuss the case with the representative.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Give general information about the submission process, explain that case details require fresh consent and arrange the quickest verification route.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Ineffective
- Action C: Effective
- Action D: Fairly 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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