I. LUhIUMtK LUMI'LHIN lb ' KULI: I'LH'I' This is a video assessment activity. Scenario Roles: This role play has 2 roles: 0 You: Operations Manager I Customer Service Manager 0 Sharon, Tiger's Marketing Manager Scenario: Service has started well and been occurring for 2 weeks without incident or product loss or complaint and only 1 late delivery, due to a regional vehicle non-blameworthy collision. You arrive at work early and check your email - there is a message from Tiger's Marketing Manager, Sharon, telling you that one of their regional customers has complained of a wrong delivery and poor driver behaviour yesterday and wanting you to call back asap. You decide to call Sharon back before doing any investigations with your team. so that you can ask for more information and tell her you will work on this as a priority this morning using established procedures. This task is designed to assess your ability to do: ' Acknowledge the complaint and explain the steps you will take to handle the complaint ' Use active listening skills and questioning techniques and seek clarification ' Two way real time communication with customers using approved methods ' Participate in verbal discussion using language. tone and pace appropriate to the audience Scripts are a guide. Role players may improvise as long as the key points are covered. You: [You call Sharon back and greet her] Sharon: i'm good thanks and thanks for calling me back so quickly. This incident seems to involve 2 problems with my angry customer at Ararat calling me to say that we have delivered the wrong stock and that the driver refused to check his other pallets or to take back the stock as returns, saying that he was running late for his next delivery apparently. he just left! You: [You respond to Sharon, acknowledging what she is saying and explain the steps you would take to handle this complaint feedback. You should ask Sharon if she would like to use our online feedback website or for you to log the complaint this time.] Sharon: Log it for me please. You: [You say that you will and ask Sharon for any more information about the incident]