Reference no: EM133104029

1. Your task is to pair up with another student and role play the following customer service actions. You will need to take turns in playing the customer service representative. You are required to:

a. Determine your customers' needs

b. Advise customer on their product choice, anticipating their needs

c. Provide the customer with the product

d. Offer add-on's or extras to match the product

2. Over a period of time you will need to perform this activity on at least three occasions. Each time using a slightly different scenario. For each scenario you will need to consider:

a. Organisational procedures and policies

b. Effective communication methods

3. At the end of each role play you will need to gather feedback from the customer on quality service.

4. Then you are to perform another three role plays in which you are managing a complaint from a customer. You will need to perform this in groups of three. One to play the customer, one the customer service representative and one the supervisor or manager. You will need to listen to the customers complaint and try to determine how this incident can be turned into an excellent customer service action.

5. At the end of these role plays you will also need to get feedback from the customers and your supervisor.

Discussion

Then you are to write a report to summarise the discussion that you have with your group regarding how you would manage a difficult service situation. You will need to cover the following points.

6. What you would do if there was an identified problem with a product?

7. How you would manage delays in product delivery?

8. What method you would use to communicate delays with the customer?

9. How you would compensate the customer?

10. What alternative products could you offer?

11. What suggestions could you make to management to avoid this situation occurring again?