Customer Service Skills Test Question 61 – Setting boundaries with an abusive customer
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 is shouting and using personal insults after waiting a long time. They have not made a threat, and their issue still needs an urgent response. The service allows staff to set a clear behaviour boundary, offer another channel and end contact if the abuse continues.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
End the contact immediately and record the behaviour, without warning the customer or offering another way to deal with the urgent issue.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer that their behaviour is disgraceful and warn that you will have them banned from every service office.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Acknowledge the delay, state calmly that personal abuse must stop, explain how you can help and offer a safe alternative channel if needed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ignore the insults and continue handling the case so the customer has no reason to complain about being refused service.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Counterproductive
- Action C: Effective
- Action D: Ineffective
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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