CSM510

ROLEPLAY
Presented By Group 1
 OUR TEAM

DANISH AMIRA NAJWA

 OUR TEAM

IZZATI ARYSHA
 FACULTY BUSINESS AND MANAGEMENT
SESSION II 2022/2023
CSM 510 - CUSTOMER RETENTION AND SERVICE
RECOVERY
ASSIGNMENT - ROLEPLAY
GROUP 1
LECTURER’S NAME : NOORADIBAH BT ISMAIL
PRESENTED BY :
 SCENE 1
The Thief (Chapter 3)
Issue : Situation about a customer trying
to escape from paying the meals at a
restaurant.
 SCENE 2
The Belligerent (Chapter 3)
Issue : Scene about an aggressive
customer getting angry and keep on
shouting in the restaurant, bragging
about the services.
 SCENE 3
The Voicers (Chapter 4)
Issue : Situation about how workers
manage customer complaints effectively.
 SCENE 4
The Activist (Chapter 4)
Issue : This situation is about why the
customers make complaints about the
product or services provided
by the business.
 SCENE 5
Convenience Loyalty (Chapter 5)
Issue : This scene is an example or a
story about types of loyal customers. It
explained the reason they are loyal to a
certain company.
 SCENE 6
Emotional Loyalty (Chapter 5)
Issue: This situation explained about a loyal
customer who are willing to help a certain
company to improve as they have a special
relationship.
 SCENE 7
Service Breakdown (Chapter 6)
Issue : This scene tells about a Customer
Service Representative and a customer
who is experiencing a service breakdown
due to a billing error.
 SUMMARY
The company may prevent
01 potential future attempts by
customers to avoid payment
through false claims or
dissatisfaction.
Effectively handling challenging
02 customer situations provides
opportunities for the company to
learn, improve, and maintain a
positive reputation in the market.
Offering options allows customers
03 to choose a solution that best fits
their preferences, leading to
quicker and more satisfactory
problem resolution.
Resolving complaints and making
04 offers fosters positive relationships
with customers. It shows that the
company values its customers and
its willing to do anything to
address their concerns.
 SUMMARY
Customers who find a company By seeking and addressing
05 convenient are more likely to
return for future transactions. It is 06 customer feedback, a company
demonstrates its commitment to
essential for building long-term meeting customer expectations.
relationships.

The worker develop the skill to

07 identify and correct errors
promptly is an essential aspect of
professional growth. It shows a
proactive attitude.
 CONCLUSION
In conclusion, effective customer service
management is important for fostering
customer satisfaction and loyalty. It
involves not only resolving issues
promptly but also proactively
anticipating and addressing customer
needs.
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