*NEW* Unit 14 Investigating Customer Service: P6 - Present a clear, effective development plan for own customer service skills.
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Course
Unit 14 - Investigating Customer Service
Institution
PEARSON (PEARSON)
*Certified Distinction Grade Work*
Unit 14 Investigating Customer Service: P6 - Present a clear, effective development plan for own customer service skills.
C3 Individual skills audit and development plan • Skills audit of customer service skills. • Personal SWOT (Strengths, Weaknesses, Op...
consumers can withdraw consent at any time and amazon will stop processing consumer
data for that purpose. Amazon adhering to the data protection act ensures that consumers
will feel more secure when using their service, meaning that they know that they be
informed about how their data is being used, they can access their personal data at any
time, have incorrect data updated, have data erased as well as stop or restrict the
processing of the consumer data. Furthermore it will increase customer satisfaction and
credibility in amazon service as well as enhance amazon brand reputation of their service.
However the negatives of amazon adhering to the data protection Act is that it will be costly
for them meaning they will need a lot of employees that work on data processing as well as
monitoring and management of consumer data, so hackers cannot access personal data of
amazon customers, amazon needs to ensure that data is firmly secured, which is harder
then said, lots of research and work is done, to ensure consumer personal data is protected.
Amazon also has a seller code of conduct ensuring customers are well informed and
protected when buying products from their service. The policy ensures that sellers are
advocated for providing goods through following their code of conduct. Amazon policy
requires that sellers act fairly and honestly on Amazon to ensure a safe buying and selling
experience for consumers. All sellers must: Provide accurate information to Amazon and
their customers at all times Act fairly and not misuse Amazon’s features or services. Not
attempt to damage or abuse another Seller, their listings or ratings. Not attempt to
influence customers’ ratings, feedback, and reviews. Not send unsolicited or inappropriate
communications. Not contact customers except through Buyer-Seller Messaging Not
attempt to circumvent the Amazon sales process. Not operate more than one selling
account on Amazon without a legitimate business need not engage in conduct that violates
price fixing laws. Violating the Code of Conduct or any other Amazon policies may result in
actions against the seller's account, such as cancellation of listings, suspension or forfeiture
of payments, and removal of selling privileges.
Individual skills audit and development plan
Personal Script
Scenario 1:
Situation: Customer reported issue for his product service delivery failure and wants a
refund from Amazon service.
Customer Profile: Male, 45, English, Educated, respectful, kind and no special needs
Employee: Hey, How can I help you today?
,Customer: Hi, I am looking for a refund for a DVD that I had bought that hasn’t been
delivered it has been 2 weeks, it should’ve been delivered on the 5th day after I had made
the initial purchase
Employee: uh-huh, I am so sorry for the inconvenience. Let me transfer you to my manager
so they can help resolve the issue.
Customer: Oh, hi, I had an issue with Amazon service, did the Employee tell u?
Manager: Oh yes, are you Falak Yoshi?
Customer: Yes
Manager: Oh k, Nice to meet you, How is your day going?
Customer: Ahh good
Manager: ok, nice to hear, I saw your reported issue. To process the order, please give the
number of your credit card, CVV code, expiration date and your address. To cancel the order
Customer: Oh K, My Credit Number is 3434 6734 2132, My CVV is 335, and my expiration
date is 22/27 and also my address is 32 Bebly road, London.
Manager: Thank you for your patience, I will now be moving your phone to my employee
Employee: Oh hi, I heard your issue. My manager has given me your adequate details. I can
cancel the order or call the company to send the DVD to your designated location
Customer: Thank you, but I would like to cancel the order.
Employee: Ok I have now cancelled your DVD order, you will now get your refund, anything
else?
Customer: Yh actually, can i get a date in which the transaction of the refund will be on or
displayed on my bank account?
Employee: Sure, can you give me 1 minute
Customer: K
, Employee: Kario (Manager) can you help me here, I don’t know how and where to check the
transaction date?
Manager: Oh sure, so you go on the customer registered account, and go towards their
personal details and scroll down until you reach the transaction tab, and it should be
displayed on the left hand corner and there you will see the date of the customer refund.
Employee: Oh yeah i see it, thank you
Manager: No problem, i will provide you with additional training on customer transactions
recorder after this
Employee: K, thank you, i really needed it, appreciate it
Manager: No problem, bye
(Moved to customer telephone line)
Employee: Hi again, the transaction will take 3 days and will be displayed on your bank
account
Customer: Thank you, i had a great experience with your service, i am very happy, i will be
leaving a positive review on the Amazon review webpage
Employee: No problem, great to hear it, call us again when you have any inquiry and need
for assistance again, we will be happy to aid and provide you with advocate customer
service provision and help. Have a great day bye.
Customer: Yh k bye you too!
Scenario 2
Situation: A very aggressive and irritated customer reported an issue for a mixed up
delivery order and delivery issue.
Customer Portfolio: James Alexie Female, 24 is partially deaf, very demanding, exasperation,
aggressive and not patience
Customer: Hi, I am calling to tell amazon service about this absolutely ridiculous service
that they are providing to their customers. I have been waiting for my RTX 3090ti to get
delivered for 7 days which by the way cost me over £1000 pounds to just get mixed up like
that with a RTX 2070. Ludicrous!
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