Customer Service Skills Test Question 58 – Responding to new evidence after a decision
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 received a decision refusing their request. They now provide a document that was not available earlier. The review window is still open. You cannot change the decision yourself, but you can register a review and attach new evidence.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Advise the customer to make a completely new request because the original decision has already been issued.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer that the decision will be reversed because the new document appears to support their case.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Upload the document to the case and tell the customer that the review team should notice it when they next look at the file.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Explain your authority, register the review, attach the new evidence and confirm the next steps and expected timescale.
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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