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Situational Judgment · written practice

Choose the best and worst response

Harver describes role-specific video scenarios. These are original written situations for service and operations roles. Feedback follows our practice reasoning and is not an official Harver score.

Scenario 1 / 6 · Contact centre agent · set 2

What would you do?

A caller wants the email address on her account changed because she can no longer log in. She answers two of the three required security questions correctly, but cannot remember her previous postcode.

Choose exactly one best and a different worst response. Then review the reasoning for all 4 responses.

Judge the responses

1. Change the email address and tick the third security question in the system as answered correctly.

2. Ask an extra question of your own, such as her last order, and change the address if she gets it right.

3. Say you cannot change anything without a full check and help her with the online recovery route.

4. Pass her request on to the fraud team and tell her they will respond within a week.

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