Customer Service Skills Test Question 8 – Responding to a complaint about a previous adviser
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.
On this page
Background
A customer calls about a delayed application. They say the previous adviser interrupted them repeatedly and ended the call before answering their question. You can see the earlier contact note but cannot confirm what was said.
Customer communication
Customer: Your last adviser was rude and put the phone down on me. I want someone to deal with this properly.
Which response would you be most likely to give?
Response A
I am sure the call was ended for a reason, but I can check the application if you calm down.
Response B
I am sorry the call left you feeling that way. I will listen to what happened, deal with your current question and explain how I can record the complaint.
Response C
I was not on the call, so I cannot comment on another adviser’s behaviour. What is your application reference?
Customer follow-up
The customer says they want the adviser dismissed but refuses to repeat the details because they have already explained them once.
Which response would you be most likely to give next?
Response A
If you will not repeat everything, there is no basis for a complaint and I cannot take it further.
Response B
I will tell the manager that the adviser should be dismissed, although I cannot promise what will happen.
Response C
I cannot decide a staff outcome, but I can use the existing contact record, ask only for any missing details and explain how the complaint will be reviewed.
Click to reveal the answers
- Initial customer communication: Response B
- Customer follow-up: Response C
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.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
Already subscribed? Log in