Judgement Test Question 6 – Missed complaints handover
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
You return to work on Monday morning and find an urgent complaint that arrived late on Friday. The shared inbox rota was unclear. A colleague believed you were covering the inbox, while you believed they were responsible. The formal response target ends today, although several facts still need to be checked with another team. The customer has received an automatic acknowledgement and no further update. You can contact the customer, gather the missing information and speak to your manager about the handover failure. You need to manage the immediate complaint and reduce the chance of another message being missed.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Send a brief apology and promise a full reply later, without stating when it will arrive.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Change the received date in the system so the complaint appears to remain within target.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Acknowledge the complaint promptly, explain that you are checking the facts, give a realistic update time and record the handover problem for review.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Wait for the colleague to return on Tuesday because they may know more about the complaint.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Counterproductive
- Action C: Effective
- Action D: Ineffective
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