You are asked to read a required statement at the end of each call and notice that customers seem to misunderstand one of the words again and again.

What do you do?
Select the best and worst response

You adjust the statement so that it makes more sense and continue to use your improved version.

You let your program team know that customers are misunderstanding this part of the statement and provide a suggested improvement.

You let your program team know that customers are misunderstanding this part of the statement.

RATE EACH STATEMENT WORSE NEUTRAL BEST

1 answer

Here are the ratings for each statement:

  1. You adjust the statement so that it makes more sense and continue to use your improved version.

    • Rating: WORST
    • Reason: While your intention to improve clarity is good, unilaterally adjusting a mandated statement without approval could lead to inconsistencies and potential compliance issues.
  2. You let your program team know that customers are misunderstanding this part of the statement and provide a suggested improvement.

    • Rating: BEST
    • Reason: This approach involves collaboration and ensures that any adjustments are made thoughtfully and with oversight. It shows initiative and concern for customer understanding while respecting the process.
  3. You let your program team know that customers are misunderstanding this part of the statement.

    • Rating: NEUTRAL
    • Reason: While it’s good to inform the team about customer misunderstandings, this approach lacks proactivity. Suggesting an improvement would strengthen the communication and hopefully lead to a resolution.