Other
assignment
- Course
- Institution
I explained everything in detail can help you while writing your assignments
[Show more]
Seller
Follow
rawanhachem
Content preview
Rawan Hachem -290780-Unit 14 Assignment 2
Learning Aim C – Demonstrate customer service in different situations, using
appropriate behaviours to meet expectations
P4 – Demonstrate communication and interpersonal skills appropriate to
meet customer needs in different situations.
Phone Call
Received from a disgruntled customer complaining about how poorly they
were treated by a member of staff when they visited their local store recently.
They had asked for some help finding a specific product for a young child
allergic to dairy and received very little help.
Role-play Script:
Me: Hello, Tesco customer service, how can I help?
Customer: Hi, I am very disappointed with your customer service, and I really
want you to do something about it because I’m not putting up with this again!!
Me: I’m sorry that you are disappointed with us can you explain to me the
problem so I can see what I can do for you?
Customer: I was looking for a specific product for my child who is allergic to
dairy and received very little help. The staff paid no attention to me and
ignored me the whole time I was talking to him. He just directed me to an aisle
and told me to read the packaging of the products. This has upset me a lot and
it has put me off shopping at Tesco.
Me: I’m extremely sorry for the service you received by one of our staff and I
can understand why you’d be upset, thank you for bringing this to my
attention. To solve this for you I will have a word with the customer service
team and address this issue so that you don’t have to deal with this again.
Customer: Thank you I appreciate that.
Me: No problem, were you able to find the product you were looking for?
Customer: yes, I went somewhere else and managed to find it.
Me: Ok is there anything else I can help you with?
Customer: no that’s all, thank you very much you have been a great help and I
highly appreciate it!
Me: No problem have a good day and take care bye.
Customer: you too bye.
Face to Face Conversation
between an unhappy customer and a member of staff at the Customer Service
Desk at your chosen company store concerning a faulty electrical toaster.
, Me: Hello, how can I help you today?
Customer: Hi, I purchased this toaster 2 weeks ago and it has already stopped
working. It was working properly at first but then randomly it just wouldn’t
turn on.
Me: I’m sorry that you weren’t satisfied with your purchase, I can offer you an
exchange or a return it’s only been two weeks and our return policy last for 28
days. Would you like to return the item, or would you like to exchange it?
Customer: I would like to Return it please.
Me: okay that’s fine, do you have your receipt for this item?
Customer: Yes, here it is.
Me: that’s all done, you should receive the refund within 5 working days. Is
there anything I can help you with today?
Customer: no that’s all thank you, have a good day bye.
Me: you too bye.
Social media Complaint Response
Customer complaint posted on the company Twitter page regarding a number
of empty shelves around their local store and its poor, overall appearance.
14/C.P5 Review own customer service skills, identifying gaps where
improvements could be made.
Regarding my own customer service skills, I believe I did a decent job of
communicating the customer's problems to him or her. By acting calm and
giving assistance, I did my best. A role play analogous to a face to face
customer service call and a phone call customer service call was designed to
recreate the situation of a customer contacting us after a toaster went out of
service. I repeat several times the customer's situation to ensure I understand
them completely, after which i decide to offer them an exchange or a refund,
and they choose to refund the product. When playing the role of an excellent
customer service representative, I tried to show understanding and calm the
customer before engaging in further actions. Because the product can be
purchased online as well as in a store, I made sure to ask where he bought it.
The customer replied that he would like to go for aa refund. In conclusion, I
apologized for any inconveniences caused and asked if there was anything else
I could assist the customer with, to which I replied "no no thank you", and said
goodbye in a friendly manner.
In terms of face to face customer service and phone call customer service, I
made sure I greeted my customers in a friendly manner and kept it
professional at all times. I made sure to keep a friendly tone when speaking
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller rawanhachem. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $12.29. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
67474 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now