ASSESSMENT TASK 2: ROLE PLAY

+++STUDENTS MUST MEET THE CRITERIA IN THE ASSESSMENT MARKING GUIDE TO BE DEEMED SATISFACTORY IN THIS ASSESSMENT+++

The learner is to complete each of the below following basic Business Customer Service interactions/transaction situations in a simulated or actual Business Service environment if available.

The Trainer is to assess the learner's performance using the mapped, valid and current Customer Service Assessment Checklist provided.

The following essential skills, knowledge and Critical Aspects of Assessment must be demonstrated and by the learner.

• Knowledge of techniques for solving complaints
• Develop, procure and use resources effectively to provide quality products and/or services to customers

• Demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

• Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups

• Manage records, reports and recommendations within an organization's systems and processes
• Problem Solving

Demonstration/Role Play must ensure the participant demonstrates the following:

• Work activities that allow interaction with multiple and diverse customer types to allow the leaner to respond to a range of requirements and customer needs

• Ability to provide a total quality service experience knowledge of different customer preferences and ways to meet both stated and unstated requirements

• Realistic Customer service situations
• techniques for solving complaints including the principles and techniques involved in the management and organisation of:

1. Customer behaviour
2. Customer needs research
3. Customer relations
4. Ongoing product and/or service quality
5. Problem identification and resolution
6. Quality customer service delivery
7. Record keeping and management methods
8. Strategies for monitoring, managing and introducing ways to improve customer service relationships
9. Strategies to obtain customer feedback

Business Scenario examples for Role Play/Demonstration Assessment by the learner include, but not limited to the following:

1. A customer enquires/wishes to purchase or experience your company's products and services

2. A Customer Is Confused About What He or She Wants or Needs

3. When a Customer Makes a Racist Remark

4. When a Customer Asks to Be Served Ahead of Other Waiting Customers

5. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences

6. When a Customer Is Experiencing a Language Barrier

7. When the Customer Insults Your Competence

8. When You Don't Have the Answer

9. When You Need to Clarify Commitments

10. The Customer is agitated

11. The Customer has defective merchandise

12. You receive a Complaint about Rude Employees

13. A customer feels you have 'ripped' them off