Customer Care
Customer Service
Complaint Management
Customer Focus
Customer Engagement
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Subcategory:
Customer Service
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Question
A customer contacts support and asks for an update on a replacement item they were promised, but you cannot find any record of the promise in the system. What should you do?
Select your answer
Acknowledge that you cannot locate a record, apologise for any confusion, and commit to investigating and providing a clear update within a specific timeframe.
Acknowledge the situation, ask the customer for any reference details they may have, and escalate to a senior agent to review.
Inform the customer that without a record you are unable to action the request, and ask them to resubmit it.
Apologise and issue the replacement immediately to avoid further frustration.
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Question
A customer calls to ask about an add-on service, but mid-conversation, it becomes clear they have misunderstood what the add-on includes. How should you handle this?
Select your answer
Pause the conversation, clarify what the add-on actually includes, and ensure the customer has accurate information before proceeding.
Clarify the misunderstanding and offer to send a written summary of the add-on details for their reference.
Complete the conversation as planned and send them product documentation afterward.
Let them complete the query and note the misunderstanding in the case log for a follow-up team to address.
Subcategory:
Complaint Management
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Question
A customer escalates a complaint that was previously marked as resolved, saying the issue has resurfaced. How should you respond?
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Apologise that the issue has returned, reopen the case, review what was done previously, and commit to a more thorough resolution this time.
Apologise and escalate immediately to a senior agent given the repeat nature of the complaint.
Acknowledge the recurrence and ask the customer to describe the issue again so you can raise a new case.
Inform the customer that the previous case was resolved and a new case will need to be logged.
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Question
A customer submits a formal complaint about a billing error and is demanding written confirmation of the outcome. How should you handle this?
Select your answer
Investigate the billing error, confirm the outcome with the customer verbally, and follow up with written confirmation within the agreed timeframe.
Acknowledge the complaint, escalate to billing, and advise the customer they will receive written confirmation once the team responds.
Advise the customer that written confirmations are issued automatically once a complaint is closed.
Ask the customer to submit their request in writing so that a formal process can be initiated.
