Customer Service Skills Test Question 63 – Resolving two customer records that may belong to one 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
Two records have the same name and date of birth but different addresses and reference numbers. One record contains a recent transaction. The customer says both records are theirs because they moved, but they cannot complete full verification for the older record. Only an authorised team can merge records.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Pause changes, verify the customer through the approved route, refer the possible duplicate to the authorised team and record the recent transaction that may need protection.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Update both records using the successful verification from the newer account because the personal details mostly match.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Send the customer the duplicate-record form and advise them to wait for the specialist team, without checking the current transaction or restricting further changes.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Tell the customer to ignore the older record because it has not been used recently.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Counterproductive
- Action C: Fairly Effective
- Action D: Ineffective
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