Customer Service Skills Test Question 67 – Recovering service after two cancelled appointments
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’s appointment has been cancelled twice because of staff absence. A related deadline is approaching, and the next standard appointment is after that date. An approved remote appointment or priority slot can be used where the service caused repeated cancellation.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Review the history, secure an approved remote or priority appointment before the deadline, confirm it in writing and record the repeated service failure.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Book the next standard appointment and apologise for the inconvenience.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Explain that staff absence cannot be predicted and that all customers must wait for the next standard appointment.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Mark the appointment as completed to protect the team’s figures and ask a colleague to speak to the customer informally when they have time.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Effective
- Action B: Fairly Effective
- Action C: Ineffective
- Action D: Counterproductive
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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