You work as a receptionist on the front desk of the Mayfell Hotel. One of the senior cooks from the hotel's restaurant approaches you in the office area behind the front desk. You don't know this employee and have never spoken to them before. They ask you for details about a phone call that you did not make and don't know anything about. It's 4.00 pm and you started work at 3.00 pm. The morning shift finished at 3.30 pm and has departed for the day. In this role-play you are providing customer service to an internal customer.

• Read Assessment C Role-play background information prior to commencing the role-play.
• Once you have assisted the customer and rectified or referred their problem, seek feedback from your customer about the quality of customer service provided and resolution process used.
• During this role-play, you are required to demonstrate the following skills and knowledge.
• Identify customer requirements.
• Use effective communication skills to establish and agree on the details of the complaint.
• Based on your job role, identify if you are able/unable to meet the needs of the customer, and seek assistance from others, if necessary.
• Recognise and resolve (if possible) customer problems or delays and deficiencies in customer service.
• Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility.
• If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures, when necessary.
• Follow organisational customer service and complaints-handling policy and procedures.
• Ask the customer for feedback on the complaint resolution process.
• Incorporate any cultural or social special needs, customs or practices when communicating with the customer.

Complete the role-play