Section DCustomer Service Role Plays
You will be given 4 customer service situations. You will need to showthe examiner that you can use excellent Customer Service Skills todeal with the different types of customers. For each example you willcomplete;
(at least 2 sides of A4)
Some form of paperwork
Mr Brown has just returned from a 2 week holiday to Majorca. He wasextremely unhappy about the accommodation he stayed in. When hearrived at the hotel his room had not been cleaned properly and thebedding had not been changed. Even though he complained about thesituation to the hotel staff, the room was not cleaned for 5 hours. Inaddition to this, there was constant noise from outside their hotelwindow as a new hotel was being built next door. The Brochure statedthat the hotel was in a quiet resort. Mr Brown decides to visit the Travel Agent (6
November 2008, 9.30am) to complain.
The Role play needs to take place between Mr Brown and theTravel Agent
It is important to try and include as many of the ‘8 basis steps’ as youcan. You need to indicate in your role play where the 8 basic stepshave occurred (if appropriate). You can do this by write the number of the ‘basic step’ in the margin. You will receive a higher grade if youcan include all of the 8 steps.
The 8 basic steps
1.Listen to the customer2.Apologise in general terms for any inconvenience caused3.Let the customer know that the matter will be fully investigatedand if possible put right4.Try to see the problem from the customer’s point of view.5.Keep calm and do not argue with the customer.6.Find a solution to the problem.7.Agree the solution with the customer.8.Make sure that what you promise to do gets done.
The following memo/complaint form needs to be completed byyou (the travel agent)