Customer Service Skills Test Question 6 – Replacing a document sent to the wrong address
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
A customer is waiting for an original certificate to be returned. The system says it was sent eight days ago by standard post to the address held on the record. The customer says they changed address through the service a month ago.
Customer communication
Customer: You have sent my certificate to my old flat. I told you I had moved. It contains personal information and I need it for a job application.
Which response would you be most likely to give?
Response A
The certificate was sent to the address on the record, so you will need to contact the new occupier and ask them to return it.
Response B
Standard post can take up to ten working days. Please wait two more days before we investigate.
Response C
I am sorry. I will verify your current address, check the change history and explain the replacement and data incident steps available.
Customer follow-up
The audit history confirms the customer submitted the address change before the certificate was sent, but the change was not processed. The original cannot be retrieved immediately.
Which response would you be most likely to give next?
Response A
The address change was received before dispatch and was not applied. I will correct the record, report the incident, arrange a replacement through the urgent process and give you the reference.
Response B
I can update the address now, but you will need to wait until the original is returned before a replacement can be issued.
Response C
I will send a replacement today and guarantee it will arrive before your job application deadline.
Click to reveal the answers
- Initial customer communication: Response C
- Customer follow-up: Response A
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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