Business btec level 3 thats covered
14/C.D3 Demonstrate initiative in making high-quality justified recommendations to develop own communication and interpersonal skills to meet customer needs.
14/C.M3 Assess how the development plan has improved the performance of customer service skills.
14/C...
Unit 14: Investigating Customer Service – Assignment 2
C: Demonstrate customer service in different situations, using appropriate behaviours
to meet expectations.
Role play script
Poor customer service example
Tesco: Hello tesco
Customer ; hey there I was just wondering if I can return this phone that I purchased from
you guys as I didn’t like it
Tesco : NOPE YOU CANT
Customer; How so you I purchased it earlier today and it says a 30 day return policy
Tesco : im not quite sure if you have read it then must be true
Customer ; well can I get a refund or not
Tesco ; Hangs up
Good customer service example
Eric: hey there could love to speak to the manager of Tesco’s
Raul: Hello there bear with me I will connect you in a second
,Eric Sandhu 279702
Raul: Hey there Its James manager of Tesco speaking how can I help
Eric : Hey there whilst I had an issue with a certain product I asked an employee for help but
he was extremely rude and refused to help and all I asked was question about allergy within
the meat department if this type of behaviour continues I will not shop at Tesco’s ever
again!!
Raul: Oh no im so sorry you had such an awful experience here at Tescos I will ensure that I
call all my employees down for my meeting and we shall discuss this issue as I can promise
you it shall never happen agaiu
Eric The question I had was about a specific meat product as I wanted to ensure the meat
wasn’t duck meat as my son has an allergy for ducks I was asking this as this is a safety
hazard and if other family member had asked the same question and received this rudeness it
would be against a safety hazards
Raul im sorry sir I can ensure you that you are valued and cared for as this shall never happen
again I will arrange a meeting of right now and discuss this issue with the employees as this
doesn’t follow Tesco’s protocols
SCRIPT – Face to Face Eric& Jovan
,Eric Sandhu 279702
Jovan *ANGRY* HELLLOOO ANYONE!???
Eruc : Hi, my name is Babatunde im an employee a customer service desk employee here at
screwfix how can I assist you today
jovan: I bought this microwave from you guys to heat my food as I dont have time to prep my
meals everyday from scratch as I work everyday however this microwave doesn’t heat my
food but makes it colder!
Eric : ohh okay I see the issue here you haven’t damaged the goods sir have you
Jovan NO IT WAS LIKE THIS WHEN I GOT IT
Eric : In this situation you are eligible for a refund sir as you haven’t damaged the goods and
its been less than 24hrs since you got it do you want a refund sir?
Jovan: aw thank you and sorry for coming across as aggressive as I was expecting a
complete different reaction for my problem but thank you for being patient with me
Jovan: Im so glad to hear that sir I can assure you that this will never happen again as I will
ensure the packages are re checked once the packaging has been done so sorry for this
inconvenience sir
Jovan : Not just that product but all products needs to be checked however can we proceed
with the refund
Eric : thanks for your recommendation and yes sir here is your refund
Jovan thank you I was expecting a complete different reaction to the situation you have made
my day you know im so happy wooohoooo!!!!
Eric im so happy to hear that sir thank you for your time glad to see you next time
Jovan thanks bye
,Eric Sandhu 279702
Eric thank you for your time bye
Twitter complaint
@Steve So a few hours ago I ordered a delivery for food from my local super store Tesco however it
never arrived till the next day when I had a flight I was really looking forward to grabbing snacks
whilst I was going to fly out and bring back some of the cool foods we have in uk however due to
tescos poor. Delivery service I guess my family will never know what real food tastes like very angry
and upset TESCO YOU LET ME DOWN!
Hello Steve I just read your complain I’m so sorry we had a delay in our delivery services therefore I
would like to apologise and say sorry as I khow upsetting that can be I would be very happy if you
dropped us your actual number in the dms so we can give back a voucher with a £100 worth of food
to demonstrate how sorry we are which you can use in whatever Tesco store you want
Our apologies@Tesco
14/C. P5 Review own customer service skills, identifying gaps where improvements
could be made.
In this report I will evaluate my customer care skills when dealing with a very angry customer. I was
asked to portray a cashier at a Tesco’s in the role play. The customer has just bought an item from
Tesco’s. The item was broken, but they returned it without the receipt. The client approached me in
an unprofessional manner as he seemed to have a very frustrated reaction to me in the beginning
but seemed to calm down as I reassured the client that refund will be given as it was one of Tesco’s
products that had been sold to this man in 24hours as one of my strength whilst dealing with the
customer was that I was able to handle this frustrated customer with a very friendly caring manner
which helped neutralise the situation as he seemed to be very comfortable opening up about his
issue with as I was being very kind to this individual which resolved in the customer calming down
and going from a very angry tone to a very calm tone very quickly. When the customer told me of his
situation, I had to handle his complaint in an apologetic way in order to avoid a heated argument
with me. I did a decent job of responding to his issues while apologizing. For example, I could
respond, "im so sorry” and then tell him what we can do to help his condition. By starting my
response to him with an apology, I show the customer that I am on his side and that we understand
why he is upset. This would calm the customer and allow us to carry out the procedure in a more
relaxed way.
My communications skills are very strong as I ensure that I spoke up in a slower calm tone as its
good as if I was to speak too fast with the customer then the customer who don’t speak very fluent
English would have a difficult time understanding me but by me speaking in a slower calmer tone the
customer can understand me clearly and it also gives the customer more time to think and process
what I have just said as to if I was to scream and speak very fast at the customer the customer would
,Eric Sandhu 279702
handle the situation in a more aggressive way as he would think that I’m not trying to listen and I’m
just trying to speak my point arguing back and forth with him however because I used a calm tone it
made the customer realise I was trying to observe and listen to what his core issue is and the
customer could see I’m trying to resolve the issue in a positive manner which is why it’s crucial to
have a calm tone when dealing with customers as it gives of an impression that you trying to friendly
and resolve the issue where as a loud voice and fast speaking would give an impression that I’m
trying to argue back and just trying to prove my point and not listen. When talking to someone I
ensure I use good body language so that the customer can focus on what I’m saying as when I’m
listening to someone I ensure my entire body is faced towards the person I’m speaking to as this let
them know I’m directly communicating with them and no one else I also like to use my head to nod
at times as this makes the customer know that I’m really listening to them and I make sure full
attention is towards the customer I’m dealing with and no one else when talking to one as it shows
respect.
Interpersonal skills
When I spoke to my customer, I ensured that my behaviour was a0t it best as I also ensured that I
spoke to the client with respect and friendly manner as this would make me seem more
approachable so that I’m able to help them out I also ensured that my hygiene is up to date every
single time I go work as its essential to look clean for good hygiene because you can’t be having a
stinky breath and have long uncut nails when you leave for work as this looks unprofessional and its
very important represent yourself in a good clean professional way before dealing with them is an
attractive quality to have and also customers are more likely to approach you if you look ready for
the job rather than looking messy with poor hygiene I also ensure that my personality is very
positive as this makes me more likeable when customers interact with me as I make them feel good
which makes them develop trust with in the company as everything I do is very ethical and truthful
which is why I’m always positive to every situation.
Email skills
Being able to communicate professionally over email is very crucial as this is one of my strongest
side when dealing with customers problems, is I ensure I analyse the core problem and come up
with a professional response that is going to solve the customers problem whilst also being in a
friendly manner over email and if I can’t give the solution that the customer wants I ensure that I
have apologised as this makes the customer understand that i value them and care for them
however if the customer doesn’t understand this I still make sure I give a positive response that
neutralises the situation.
Skill audit
My audit helped me identify my strengths and weaknesses that would help me be mindful of the
kind of work I’m familiar with and this would also illustrate to me on how I could increase my
chances of being hired as it would show me the things i need to work on regarding my career as this
would allow me to formulate a plan on how to better myself ,this is advantageous because if I know
what I could improve on I could improve the experience I give customers that would boost customer
satisfaction so knowing your strengths and weaknesses is a good thing.
Communication, Which Current Skill When I have How I could
, Eric Sandhu 279702
and Level demonstrated improve this skill
this skill either in the future
Interpersonal scenario was 1 = Poor
in
Skills and
this 2 = Room for
school or out of
Behaviours
demonstrate Improvement school or during
d in (1, 2 or 3 = Good the scenario
3?) 4 = Outstanding
Confidence This has been The level of the This skill has I have to be more
demonstrated in existing skill is been confident so that
Scenario 3 3.This indicates demonstrated in I will be able to
that the the school. deal with the
performance is situation and the
good. attitude of the
customer .
Pitch and Tone of This has been The level of the This skill has I will have to sit
voice demonstrated in existing skill is been down and have a
Scenario 3 2.This indicates demonstrated in talk with the
that the the particular customer with
performance can scenario. patience and my
be improved in aim will be to
future. provide a
solution to the
customer .
Open and closed This has been The level of the This skill has I had analysed
questions demonstrated in existing skill is been the situation and
Scenario 1 4.This indicates demonstrated out then necessary
that the of the school. solutions are
performance is provided to the
very much customers.
outstanding.
Sign and body This has been The level of the This skill has I have to
language demonstrated in existing skill is been maintain a
Scenario 3 1.This indicates demonstrated in positive body
that the language this
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