SITXCCS007 Assessment 2 - Three Different Customer Service

Role-Plays
To do: Receive a grade
This assessment is to take place in simulated working environment. Students are to role play the part
of the customer in 3 simulated customer complaints. (See below scenarios)

For each scenario, students are to demonstrate the ability to identify and establish the nature and
details of the complaint by establishing a rapport with the customer and demonstrating understanding
of their needs and point of view.

Students are next to action the complaint as appropriate to the environment. This includes attempting
to resolve the complaint or refer to an appropriate staff member. Finally, complaints are to be
documented and recorded. Students must ensure undertake the following:

• demonstrate the ability to research into a complaint and determine the nature and specifics of the
situation / incident

• identify appropriate resolution options and analyse them for the most appropriate choice in
accordance with set customer service policy

• Undertake corrective action within their level of authority, or refer to appropriate supervisor as
needed

• Customer, personnel and supervisors are informed as to the situation and action followed

• Thorough documentation is created and maintained following set procedures and relevant
legislation requirements

Sample Scenario 1

Student Role playing a customer: You are a customer (You run a local cafe) who has attended the
candidate’s food processing establishment (the wholesaler) who specialises in producing cakes for
people with special dietary requirements to complain about the deliveries. You are a customer who
requires these special dietary cakes in your business, this is to gauge the ability of the candidate to
deal with customers with special dietary needs.

Example Script

I would like to complain once again about your deliveries. You people just don’t seem to be able to
get things right. When I placed my order last month, I stressed that the cakes had to be delivered
before 10 am with two batches gluten free and two batches dairy free, so far, I have had five
deliveries and only one was made in the morning. Twice I have run out of the gluten free cakes for
the lunchtime crowd and a couple of times I have felt that the dairy free cakes I had left were losing
their freshness. I would have preferred the new ones to offer. These late deliveries are costing me
money!! I have spoken to the driver and rung twice about this matter and each time have been
promised morning deliveries. My customers who are fussy like your cakes, which is the only reason I
haven’t cancelled the order but there are other places I can get nice cakes for special dietary’s you
know. Can I have the cakes by 10 am or not?

Sample Scenario 2

Student role playing a Customer: You are a customer who is not happy with the quality of the meal
at their table (2 people). The issues you faced were as follows:

• It took 20 minutes before you were acknowledged

• The wrong order was brought to your table (you asked for no onion, and there was onion in the
salad)

• The drinks did not come with the meal as you requested.

• You felt the waiters were rude and ignoring you because of a large table that were continually
ordering drinks.

Provide the following information to the student:

• The delay in service was caused by the customer walking in with no booking, at the same time as a
large party booking of 25 people. (You are a smallish restaurant that seats 40).

• The only reason you gave a table was because the customer is a regular, so you tried to fit them in
(where normally you would not due to the other table)

• Everyone ordered at the same time, which caused issues back-of-house. The onion was an error, but
was rectified within 10 minutes with a new dish being brought in

• The drink order was accidently taken to the other table, who did not advise of the incorrect order

• The waiters were concentrating on the other table, as they were a very demanding table

Sample Scenario 3

Student role playing a Customer: You are a customer who has already contacted the restaurant
twice to book a dinner party for 5 people, 6:30 next Saturday. After 2 calls, no one responded or
returned any messages left.

• You called on Monday morning, 8:00 am and left a message on the answering machine

• You called Monday afternoon at 2.40 and left another message on the answering machine

• It is now Wednesday, and no-one has returned the call

Provide the following information to the student:

• The restaurant is closed on Mondays and Tuesdays

• This Saturday you are fully booked for a function that starts at 8.00pm, however has a seating from
5.30 - 7.00pm available

This assessment will occur one-on-one with your assessor (not in front of other students).

I'm not happy with the quality of the meal at my table. It took me twenty minutes to realize. Despite
my request for no onion, there was onion in the mixed greens portion that was given to my table. As I
said, the drinks didn't go with the food. Given that a huge table was constantly asking for drinks, I
thought the servers were rude and were overlooking me.

I should research into a complaint and I ought to place in my psyche that the client is in
every case right. I ought to settle on an answer. I ought to make a move — and I need to do
it quick. I ought to Follow up, and should express profound gratitude.

Scenario 3

I had intentionally made two trips to the café to make a reservation for a gathering for five people at
6:30 on the following Saturday. After two calls, no one responded to any of my left mgs messages. It
stopped by on Monday at 8:00 am and left a message on the answering machine. On Monday at 2:30,
I called and left a second message on the answering machine. Wednesday has come and gone, and no
one has called back.
Our restaurant was shut on Monday and Tuesday so we were unable to answer
your calls .we are very upset for our burden. Likewise this Saturday, we are
totally reserved for a capability that beginnings at 8 p.m., yet there is still space
for a seating from 5 p.m. to 7 p.m. for you this Saturday.

After the complaint we will do some team meetings for the better result for the
problems facing by the customers. We should also consult about the services we
are been providing that how it could be better than for upcoming days. We should
settle all the uncomfortable enjoinment as soon as possible