Judgement Test Question 42 – Delayed application update
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
You work in an application processing team that deals directly with members of the public. A customer calls because the published service target for their application has passed by five working days. The case record shows that the initial checks are complete and the application is waiting for a routine verification by another team. There is no decision recorded and no sign that the application has been rejected. You are able to contact the verification team and add an update to the case record, although you cannot complete their check yourself. The customer is anxious because they need an answer before an appointment next week.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Explain the current position honestly, contact the checking team, agree when you will update the customer and record the contact.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Tell the customer that the application has probably been approved so they stop worrying.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Read the case record to the customer and explain which team currently has the application.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Apologise and tell the customer to call again next week without checking the case further.
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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