Unit 14: Investigating Customer Service Assignment 2: Distinction* graded quality work with great structure and content for you to use this as a template to get a Distinction in this Assignment 2. therefore also contains THE SCRIPT FOR ROLE PLAY and this meets all the criteria:
P4: Demonstrate...
btec business level 3 investigating customer service
business level 3 btec customer service role play
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BTEC
PEARSON (PEARSON)
Business 2016 NQF
Unit 14 - Investigating Customer Service
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Farhaan Muhammad ` BTEC Business Level 3
14/C. P4 Demonstrate communication and interpersonal skills appropriate to meet
customer needs in different situations
Bad Customer Service
Me: Hello, Tesco Customer Service
C1: uhhh hi, ... I was just wondering like...I bought a piece of chicken breast from your store
and like
Me: (Talks to Colleague)
C: Excuse me?
Me: huh what?
C: Uhm so as I was saying... the chicken was expired, and I was thinking if there is any way to
exchange my product please
Me: wait? What? Exchange? why?
C: Like I said... I made a mistake and I would like to exchange for a fresher product
Me: sorry, but it's not the company’s fault if you didn’t care to check the expiry date
C: but then why is it even on sale if its expired
Me: that’s not my problem but feel free to talk to someone else in the store about your
product
C: right okay but it would be more polite if yo...
Me: Hangs up*
Good Customer Service
Me: Hello, good morning welcome to the Tesco’s customer service, my name is Farhaan and
how can I help you?
C: Uhm...Hi, I was just wondering like... I bought a piece of chicken breast accidently and it
was expired, and I was thinking if there is anyway of exchanging for a fresher product.
Me: yep, I understand, so you're telling me that you recently bought a product accidently
and would like to exchange it as the other one was expired am I correct?
C: yes, yes that is correct
Me: no problem, I understand where you're coming from, did you buy this through the
online store?
1
,Farhaan Muhammad ` BTEC Business Level 3
C: yes, yes I did it was through your site
Me: Ahh okay okay, that’s fine can I get your customer reference number and your order
tracking number please?
C: Of course,... wait one second
Me: no problem takes your time
C: yh the reference number is 693473 and the order tracking number is 758475 did you get
that?
Me: yeeppp.. Got it all and would you like to collect your new product in the store or
delivered to you
C: Delivered please
Me: Sure, is Tomorow after 3pm a good delivery time for you?
C: Yes, that’s perfect thankyou
Me: My pleasure, I'm sorry for any inconveniences that has taken place
C: no no no thank you you have been a great help goodbye
Me: is that everything I can help you with?
C: no no that’s all thank you
Me: thank you for calling the customer service team have a good day
C: Goodbye
Disability Customer Service
Me: Hello, Goodmorning welcome to Aldi’s customer service team how can we help you
today
Phoebe: Hi I’m Phoebe and my friend Jack here is blind and he has a disability card
Jack: *gives the card to me
Me: ah right, I understand so he wants me to speak slowly and clearly for him to understand
Phoebe: yes please
Me: Right then Jack, how can I help you
Jack: I bought a toy car for my nephew and the car seems to be broken even before it was
opened so I would like to get a refund please
Me: Okay that’s perfectly understandable Jack, Phoebe has he got the receipt for the toy car
2
, Farhaan Muhammad ` BTEC Business Level 3
Phoebe: yes, I have it (hands me the receipt*)
Me: yeppp that’s fine I will give you the cash right now and feel free to buy another toy car
if you wish so, and I do apologise for any inconvenience and here's your card back.
Phoebe: thank you so much have a good day
Jack: Thank you
Me: My pleasure and you two have a good day bye
14/C. P5 Review own customer service skills, identifying gaps where improvements could
be made
Evaluating my own customer service skills, I do believe I did a decent job at conveying the
customer his or her problems. I acted calm and offered the best advice and help in my
ability. In the good customer service and the bad customer service role plays, the main
scenario was that a customer has approached me as he has bought a chicken breast which is
expired and bought it accidently. Therefore, I make sure to understand the situation of the
customer by verbally repeating his situation to ensure I have understood everything and
giving an exchange for the product.
In the good customer service roleplay, I aimed to show understanding and made sure to
calm down the customer first before engaging in the next step. Therefore, I made sure to
ask where he bought the product from as it can be purchased through the store or the
online store. The customer had mentioned it was through the online store so then i
proceeded with asking the customer reference number and the order tracking number and
gave lots of time for the customer to find and read out the details out which I logged in. I
then asked if the customer would like to get a new fresh product delivered or collected and
he replies with delivery. At this moment I asked if the delivery the next day after 3pm was a
good time for the delivery and he happily agreed with it. Finally, I ended with an apology for
any inconveniences and asked if there is anything else I can help the customer with which I
replied “no no thank you” which was then ended with a goodbye in a friendly tone.
I did make sure in to greet my customer in a good friendly manner with upmost respect and
kept it professional at all time when it came to the good customer service and disability
customer service. I made sure to keep a friendly tone when speaking with a smile and a
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