Assessment 2 Case Study

You work as ABC Company's Customer Service Liaison Manager and your main responsibility is to address the needs of customers and communicate with customers directly. You just received a complaint from one customer at your ABC store in Brisbane. In your store, you sell all Apple products.

For the customer(assessor):

You visited the store to buy a desktop computer and organise connection to the internet. When you arrived at the store, it was very quiet and the sales assistants were playing on their mobile phones while on the shop floor. It was 22 minutes before you were acknowledged by one of the sales attendants. When you explained to them what you wanted, they walked off; you assumed they went to get someone else to assist you.

You explained again what you needed to a second person. The second person, John, pointed to the back of the store and said he would find a tablet that would meet all your needs.

After viewing the product, you explained that you needed something with a keyboard and a large screen; however, John talked over you and continued to show you products that did not suit your needs. He suggested that in the future, you do your research before entering the store.

You explained that you did not have access to the internet and, upon hearing this he laughed at you and said, 'Everyone has the internet these days!'

For Customer Service Manager(student):

As Customer Service Manager, you should be very concerned about this. After being laughed at, the customer would leave your store and do not plan on returning, and will not be recommending your products or services to others as the customer found your sales staff members were disrespectful and the customer service was terrible.

1.You need to doa role play with your assessor to cover the following:

a)Fully understand the customer's needs, match available products and services and explain why (make sure you do research about Apple products about their services and promotional strategies)

b)What are variations within a limited product and service range?

c)Describe how you will assist the customer to evaluate service and/ or product options to satisfy their needs.

d)Communicate effective with this customer and establish regular communication

e)Explain consumer rights and responsibilities

f)When communicate with the customer, you need to use suitable language and listening and questioning techniques to confirm understanding

g)Successfully solve the complaint