ENHANCE CUSTOMER SERVICE

HOW to writsummary report for each of these 4 role plays detailing the following:

What the issues were,

What occurred during the role-?

Who was the name of your team player/role play partner?

And the date participated.

How you dealt with the situation.

Which procedures you followed - where did you locate this procedure.

Copy of the complaints form.

Students must ensure undertake the following:

1. Demonstrate the ability to research into a complaint and determine the nature and specifics of the

situation / incident.

2. Identify appropriate resolution options and analyse them for the most appropriate choice in

accordance with set customer service policy.

3. Undertake corrective action within their level of authority, or refer to appropriate supervisor as

needed.

4. Customer, personnel and/or supervisors are informed as to the situation and action followed

5. Thorough documentation is created and maintained following set procedures and relevant

legislation requirements

The following scenarios are offered as only a guide. Your trainer may decide to offer a different scenario

for your role play.

External customer - Complaint Role Play No 1

A customer has written a letter of complaint to the caf discussing their horrible experience at the caf

and the lack of professionalism from the staff.

The letter details that the customer came into the caf and asked about the specials for the day.

The staff member she spoke to did not have any idea what the specials were. She said that the staff

member said to her:

"Let me go and find out and I will get back to you".

On the way back from the kitchen the staff member saw some of her work colleagues standing around

and decided to stop and have a personal conversation.

The customer reported that she was ignored and then decided to walk up to the register to place her

own order.

The customer letter includes a phone number.

You are the manager of the caf and you will need to telephone the customer and handle this complaint

to satisfy the customer.

External customer - Complaint Role Play No 2

A customer rang to complain about her experience on the weekend when she came into the restaurant

She says to you:

"The wait staffs was very rude and not very helpful at all."

She continues to explain to you:

"I had a booking on Saturday and turned up to the restaurant at the time of the booking. All the staff

were standing around talking. I waited for at least 5 - 10 min at the front door before they noticed that I

was there waiting. The waitress then approached me and asked if I had a booking?

I replied that I did. The staff checked the reservation book and said that they cannot find my booking.

The waitress asked me if I was sure that you have booked for Saturday night.

"I replied that it was definitely for Saturday night at 7.30pm "

The waitress then said to me very rudely "well your booking is not here and therefore you cannot dine in

tonight."

I said to the waitress "can I speak with the manager I am not very happy with the way my situation is

dealt with."

The waitress responded to me:

"Well Miss, if you don't like the way we are dealing with your situation then you can leave right now and

email our manager. We do not have the time or the patience to deal with you right now. Have a good

night Miss."

Internal customer - Complaint Role Play No 3

An internal customer is often used for those people or groups whom we work alongside and support.

These can be different departments, branches or cities etc. It relates to situations where people/teams

aren't actually creating revenue to the business like an external customer but they provide the support. It

is used to help created a sense of mindset to treat those we work with the same level of service that an

outside customer would expect.

Internal Customer Service Case Study - Complaint No 3

The customer advocate for a large manufacturing company was concerned about the organization's

reputation for excellent products, but terrible customer service. The company mentality was "Customer

service is just a department!"

During the interactive exercises in the Internal Customer Service Seminar presented by Donna Earl, many

expensive lapses in the company's internal customer service came to light. One example involved

Engineering's lack of response when Customer Service reps required an engineer's input. (In this case

Engineering is the internal service provider and the Customer Service reps are the internal customers).

The Customer Service reps were responsible for problem solving and taking orders for highly technical,

often customized parts. Sometimes the reps needed clarification from an engineer to process a customer

order for the correct part. Engineers viewed information requests from Customer Service reps as low

priority, uninteresting, and annoying.

During the class, we calculated the cost to the company of one incorrect shipment was approximately

$125,000 in wasted labour, materials, and other expenses. In addition, the cost of frustration and

delayed deadlines to the external customer was damaging to the company's reputation.

At the end of the seminar, engineers understood what the Customer Service manager had been

preaching for years: responding to requests from customer service reps is a priority and is good business.

In this scenario you are to be play the customer service manager. The other partner will play the

engineers.

Internal customer - Exceptional customer service experience -Role Play No 4

For this role play we will now change form handling compliant to now demonstrating the best strategies

for providing an enhancing customer service experience.

Good Internal Customer Service

Cathy works at a coffee shop with two front counter registers and a drive thru. She's been assigned to

one of the front counter registers. On a very rainy day, Sara is assigned to the drive thru. Customers are

avoiding the rain by using the drive thru rather than going into the store, and Sara had to take orders,

operate her register, and hand orders through the window as they were ready.

Cathy steps over and offers to help Sara by taking the orders. She's able to take the orders and set them

up for the baristas. Sara just has to operate the register and hand orders through the window. The drive

thru line quickly diminishes and the tip jar is full.

Cathy provided good internal customer service by stepping in to help Sara. In turn, Sara was able to

provide excellent external customer service to the drive thru customers. Everyone had a better day and

received a generous tip share.

For this assessment one will play Sara and the other Cathy and then swap over.