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UNIT 14 ASSIGNMENT 2 CUSTOMER SERVICE
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Essay of 16 pages for the course Unit 14 - Investigating Customer Service at PEARSON (MERIT)
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UNIT 14- INVESTIGATINGCUSTOMER SERVICE
ASSIGNMENT 2
,Unit 14 Investigating Customer Service
Assignment 2
P4- Demonstrate communication and interpersonal skills
appropriate to meet customer needs in different situations:
In this part of the report I will be responding to customer complaints from Nando’s
who are a fast food restaurant, previously explained in my first assignment.
My first complaint that I responded to is from the Nando’s Twitter social media page,
the following tweet reads:
*Us ers
profile and username has been blurred for customers personal safety
I have responded on twitters as @NandosUK and below is my response:
The second complaint that I have responded to is from a disgruntled customer who
is complaining about how poorly he was treated by a member of staff when they had
visited their local restaurant recently. They had ordered a plain chicken and it had
come as an extra hot. When they asked for the waiter to change the meal, he was
also extremely rude.
Here is my response to the letter:
Dear Customer,
We are extremely sorry to hear about your experience and are personally sorry for
our rude colleague. At Nando’s we take these complaints very seriously and would
like to handle this situation for you. Could you please hand over some details for us
to take action? We would like a photo of the receipt of the food that was ordered and
the location of the branch which you had visited. Please email the following to me
personally mawwab@nandoscustomercare.uk . Again we are sorry for the situation
you were faced with and would like to make things right.
Have a nice day,
Nando’s Customer Care UK
, Unit 14 Investigating Customer Service
Assignment 2
My third complaint was a face to face one while I was on shift during my
work experience. Below is a script of what had happened:
ME: Hello! Can I please take your order?
CUSTOMER: Hi, could I please order the Grilled Chicken Platter, along
with 4 Chicken kids meals.
ME: And are there any drinks you would like with that or sauces?
CUSTOMER: yes please I would like 3 Diet cokes, 2 Lemonades and 1
tap water.
ME: there is a small waiting time of 15 minutes as we have a lot of
customers today.
CUSTOMER: 15 minutes, that’s fine thanks.
*order is taken to customer very late and food is cold, some items are
missing off the order and the door lock on the disabled toilets door was
broken, customers had to hold children on laps because they were not
enough high chairs for the toddlers.
CUSTOMER: Excuse me could you come over here please?
ME: Hello, is everything okay?
CUSTOMER: everything is not okay! The whole order is cold and has
been brought out extremely late because It has been more than 15
minutes!
ME: I apologise for that, could you please tell me more about what has
happened?
CUSTOMER: My wife could not access the disabled toilets as the lock
was broken, the food was extremely cold and brought out late.
CUSTOMERS WIFE: this has ruined my child’s birthday party and this
branch has spoiled our evening out.
CUSTOMER: My organiser has taken a lot of time to organise this
birthday party celebration for our child.
MR WAGNER: the people who have made the food and served it late
have ruined our clients evening.
ME: I understand how you feel and want to sort this problem out as you
are a very valued customer, I am extremely sorry for the service that you
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