Role based assessment EMPLOYEE You are an employee working in the 'Retail Store'/ 'Smith-Brown Pharmacy'. You notice a customer in the store being a nuisance to other customers. They are being disrespectful, complaining loudly about the service and lack of products in store and knocking over items on display. You must safely and effectively deal with this customer and ask them to leave the premises. Disrespectful customer -who is being a nuisance to other customers, disrespectful and knocking items off display. Ydisgruntled as the store does not have the items you require when you were told previously that there would be more stock coming in by this week. You have been in multiple times and they have still no stock of what you need. You will start complaining loudly whilst walking around the store about how bad the service is in store. You will knock items from the shelves or displays as you walk past. You will be disrespectful to others in the store by saying things such as: o What you looking at? o Get a life. o If you know what is good for you, you will get out of here. The student will approach you and try to help you but you will keep complaining and knocking things over. Nothing the student says will calm you down or get you to speak politely. You may be asked to leave by the student as your behaviour is inappropriate. refuse to leave and tell them they can't make you leave. Answer the following Firstly written script (document role play) - describe how you would approach situation and incorporate below steps Identifying the behaviour of concern. Approaching the customer and use effective communication skills such as questioning and listening to determine the cause of the disruption. Show a willingness to assist in a resolution. Follow store policies and procedures at all times. Recognise the emotional contagion from the customer and maintain a calm, respectful and polite manner in order to keep the customer and others calm. Show understanding of the customers situation. Identify that the customer should be refused service and asked to leave the store. Refer to management (assessor) for help if required. Report and document the incident appropriately (incident form in Part 3 of this assessment). Role play documents as per above must address -Following store policy and procedures -Recognise emotional contagions -Show empathy to customers -Monitor customer behaviour -Use effective communication -Show willingness to assist -Follow store policy and procedure -Recognise emotional contagions -Show empathy to customers -Refuse service or eject from store -Refer to management -Report and document incidents