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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
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