Work Strengths Test Question 25 – Giving a customer a useful case update
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
A customer has contacted your team three times about an application. The case is still waiting for a routine check by another team, and the previous replies only said that it was being processed. The customer explains that they need to know whether any action is required from them. You can view the case record and the usual checking times, but you cannot complete the check yourself.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Apologise for the delay and tell the customer that the case is still waiting for a check.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Check the record, explain the current stage, confirm whether the customer needs to do anything and give a realistic time for the next update.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Promise that the case will be completed by the end of the day so the customer does not need to contact the team again.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Transfer the customer to the checking team without explaining the current position.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Effective
- Action C: Counterproductive
- Action D: Ineffective
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