Customer Service Skills Test Question 68 – Prioritising two different urgent customer risks
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 customers need urgent help. One has a formal deadline today. The other has no fixed deadline but describes circumstances suggesting serious vulnerability. Only one case can be handled immediately; the second can be reviewed within two hours. The service has urgency criteria and a manager can release extra capacity.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask both customers to call back later because there is not enough information to choose fairly.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Assess both cases against the urgency criteria, seek extra capacity, record the decision and tell each customer when and how their case will be handled.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Handle whichever customer is more forceful because they are likely to complain if made to wait.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Process the formal deadline case first automatically and schedule the vulnerable customer for two hours later without assessing the level of risk.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Effective
- Action C: Counterproductive
- Action D: Fairly Effective
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