UNIT 10 EXTENTION TASK

CASE STUDY

Monique bought a new radiator from B&Q and had it delivered to her home. When it
arrived, the brackets to fix it to the wall were missing, so she rang the customer helpline.
Rob, the call centre operator who spoke to Monique, referred the problem to Karen in the
spare parts department, who then arraigned for a replacement to be sent. When Monique
rang again to find out when the part would arrive, she dealt with one of Rob’s colleagues
who spoke to the spare parts department on her behalf to chase up delivery.

1. In this situation who is the external customer and who is Karen’s internal
customer?
Monique is the external customer and Rob is Karen’s internal customer.

2. Why does Rob need Karen’s help to do his own job effectively?

He needs to get the brackets sent to Monique to fix her problem and perform his
job effectively, this involves Karen because she works at the spare parts
department where the brackets are found.

3. Why do you think B&Q prevents Monique from ringing Karen directly?

Because Karen is not a customer service employee and therefore doesn’t have the skills
and discretion to deal with customers without being possibly offensive or rude.