Judgement Test Question 39 – Angry customer in a queue
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
A customer approaches the reception desk after waiting for 40 minutes. They speak loudly and say the service is wasting their time. They have made no threat, are keeping a reasonable distance and are still willing to explain what they need. Other customers can hear the exchange. The queue is moving slowly because one desk is closed, and you can check the customer's place and whether their issue is urgent. You need to respond calmly, avoid increasing the tension and give the customer a clear next step while continuing to treat everyone in the queue fairly.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Avoid eye contact and continue with another task until the customer stops speaking loudly.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer that everyone has waited and they need to calm down before you will help.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Apologise and check their place in the queue and the likely remaining wait.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Listen, acknowledge the wait, check whether their need is urgent and explain the next practical step in a calm way.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Counterproductive
- Action C: Fairly Effective
- Action D: Effective
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