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).

For the Role Play I can show the accompanying:

Five methodologies I will assist with taking care of a client grievance in a smooth and expert way:

Keep composed

Listen well

Recognize their concern

Get the Facts

Offer an answer

For Handling client's protests here are the means or technique I can utilize the accompanying advances:
Paying attention to the grumbling

Recording the subtleties of the grievance

Getting the real factors

Examining choices for fixing the issue

Acting rapidly

Staying faithful to your obligations

Following up

I should promise the clients that I will esteem their criticism and I will resolved to determine their issues
in a fair, opportune and productive habits. I ought to continuously be well mannered regardless of how
inconsiderate the client is. Be proficient.

Bit by bit clarification

For the Role Play I can show the accompanying:

Five methodologies that I will assist with taking care of a client grievance in a smooth and expert way:

Keep composed

Listen well - I should let client vent for a couple of moments, let them vent out their disappointments
and simply pay attention to them.

Recognize their concern - show them compassion and expressed gratitude toward them for raising such
worries

Get the Facts

Offer an answer – I should sincerely apologize regardless of whether I am not to blame, and proposition
them arrangements.

For Handling client's grumblings here are the means or system I can utilize the accompanying advances:

Pay attention to the objection – I should realize what is the issue that makes the client disappointed with
our items or administration.

Record the subtleties of the objection - listen cautiously to what the grumbling is so I can address it
appropriately, and consistently have it reported.

Get the real factors

Examine choices for fixing the issue - give them choices or answers for their concern or grumble, haggle
with them such that the client and the organization will both advantage from it. Cause them to feel that
I comprehend what is going on there in and I realize how disappointing and awkward it is for the client.

Act rapidly – I should promptly address the issue, make it expedient

Stay true to our commitments - assuming that I guarantee something to the clients try to make it
happen, since, in such a case that I don't any more objections could emerge from it.

Follow up - consistently request the client criticism, cause them to feel that their input are significant.