Judgement Test Question 63 – Sensitive complaint raised at reception
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
A customer arrives at a busy reception desk and begins speaking loudly about a complaint involving a named member of staff. They include personal details that other customers can hear and insist that someone discusses the complaint immediately. The customer is upset but is not threatening. A private room will be available in ten minutes, and the duty officer can then explain the formal complaints process. You need to acknowledge the customer, protect privacy and move the conversation into a suitable setting without making them feel dismissed.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask the customer to lower their voice and continue discussing the complaint at the reception desk.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Hand the customer a complaints form and ask them to return it when completed.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Calmly interrupt, explain that you want to protect their privacy, move them to a quiet waiting area and arrange the private discussion with the duty officer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Allow the customer to finish because interrupting them may increase their frustration.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Ineffective
- Action C: Effective
- Action D: Counterproductive
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