Reference no: EM133040788

ASSESSMENT TASK: CASE STUDY/ROLE PLAY (2) - respond to and resolve customer complaints

Task Summary
For this task, you are required undertake the following:
• Activity 1: Complete all seven (7) questions
• Activity 2: Participate in Roleplay
• Activity 3: Complete customer complaints register log

Activity 1
Complete Case Study Questions
Review the Marino Enterprises Customer Complaints Handling Procedure (provided as a handout) and complete the following questions.

Question 1
Who isresponsible for implementing the complaints handling procedure and reporting complaints?

Question 2
What four (4) specific types of behaviours should you demonstrate when a customer is making a complaint?

Question 3
Apart from listening and demonstrating the above behaviour, what else should you do if the complaint is detailed and specific?

Question 4
What two (2) things should you tell the customer when they have finished describing the complaint?

Question 5
If you are not able to swiftly find a clear and simple solution, who should you inform of the customer's complaint?

Question 6
What do you tell the customer when you have determined how to resolve the complaint?

Question 7
After you have resolved the issue, what should you do next?

Activity 2
Participate in a Roleplay
You are now required to participate in a Roleplay to demonstrate your skills and ability to follow organisational procedures to respond to and resolve three (3) different customer complaints.
Your Assessor will allocate a time and another student to attend and roleplay. Your Assessor will role play as the customer and will also observe you whilst participating in this Roleplay.

You will roleplay as the Best Bite Café Front-of-House Manager. As the manager, you are responsible for all front-of-house staff, however the kitchen staff are the responsibility of the Head Chef. Both you and the Head Chef report to the business owner as your supervisor.
As part of your Job Description, for goodwill and/or promotional purposes you are authorised to provide a discounted or even a free drink to customers with any food order - provided the normal selling price of the offering does not exceed 50% of the total bill for the customer's food order.
As part of the Head Chef's Job Description, for goodwill and/or promotional purposes the Head Chef is authorised to provide a discounted or even a free meal to customers - provided the normal selling price of the offering does not exceed 50% of the total bill for the customer's whole table food order. However, the Head Chef is also authorised to replace any food items where a customer has a legitimate complaint regarding the food item served.
The service standards set by the business owner include the following service response times-
• Guests seated to order taken: 10 minutes
• Order taken to first-ordered course service: 15 minutes
• Second-ordered course service: 10 minutes after first-ordered course table cleared
• third-ordered course service (If any) 10 minutes after second-ordered course table cleared
• coffee service: offered immediately after final clearing of table, served within 5 minutes
• table bill: presented when last coffee served or if no coffee service, presented within 5minutes of final table clearing
Both you as Front-of-House Manager and the Head Chef are responsible for achieving these service times. Neither you nor the Head Chef are authorised to offer refunds.

Roleplay Cast:
The following individuals will be the participants of this Roleplay:
- Student being assessed to role play as the front-house manager
- Assessor to roleplay as a Café customer (non-Australian)
- One other students to roleplay as the Head Chef
- Assessor to also roleplay as the Business owner if required

General instructions for all role players will be provided to participants, and include:
• respond to open questions, by elaborating and providing additional information.
• respond to closed questions, with a single word reply.

• You are on duty during a busy service period and are ready to take an order from a table of four customers who let you know it is their first time at the café. Apparently they are going to a show at the theatre next door afterwards and need a meal that can be served quickly.
You make a recommendation, which they accept, to each order the Oysters Natural as an entree with the Porterhouse steak, chips and salad as the main meal, because it is quick to prepare. The café is currently promoting this as a special for $30, or $35.00 with a glass of wine (normally priced at $10 per glass).
• You will be confronted with customer complaints regarding the products and service provided to them.
• You are to deal with each complaint according to the Marino Enterprises Customer Complaints Handling Procedure and within the constraints of the authorisations provided to you in your Job Description.
• When dealing with each complaint, you will also need to assess whether any associated problems may have longer-term impacts.
• Towards the end of the roleplay, when you have resolved all of the customer's complaints satisfactorily, the customer will leave. At this point your Assessor will participate as the Business Owner to complete the roleplay.
• You will then be asked to identify, from the complaints, what the related problems are that could have longer-term impact on the business.
• You are then to assess, in consultation with the business owner and the Head Chef, potential solutions to those problems and how to action them

ROLEPLAY FORMAT:
1) Greet the customer ready to take their order, and offer your recommendation as outlined in the Roleplay script.
2) Leave the customer and place the order with the Head Chef.
3) After an assumed period of more than 20 minutes, the customer will call you and make a complaint. You are required to deal with this complaint and any further complaints in accordance with the Marino Enterprises Customer Complaints Handling Procedure and your responsibility/authority level.
4) Continue in the roleplay until the complaints have been resolved to the customer's satisfaction.
5) After the customers has left, your Assessor will then join the roleplay as the business owner. You are then required to consult with the business owner and the Head Chef to identify and assess potential solutions to problems identified with longer-term impact.

During the roleplay you must:
1) Actively listen to the customer whilst the first complaint was being made
2) Used appropriate body language whilst the first complaint was being made
3) Confirmed understanding of what the first complaint was about
4) Apologised and showed empathy for the customer whilst upholding the organisation policy for the first complaint
5) Take personal responsibility to resolve the first complaint
6) Assess the impact on the customer and find a clear and simple solution to resolve the first complaint
7) Inform the guest of how they will address the first complaint
8) Follow up with the customer once the first complaint was resolved to ensure that the customer is satisfied with the outcome.
9) Log the first complaint in the complaints register
10) Actively listen to the customer whilst the second complaint was being made
11) Used appropriate body language whilst the second complaint was being made
12) Confirmed understanding of what the second complaint was about
13) Apologised and showed empathy for the customer whilst upholding the organisation policy for the second complaint
14) Take personal responsibility to resolve the second complaint
15) Assess the impact on the customer and find a clear and simple solution to resolve the second complaint
16) Inform the guest of how they will address the second complaint
17) Follow up with the customer once the second complaint was resolved to ensure that the customer is satisfied with the outcome.
18) Log the second complaint in the complaints register
19) Actively listen to the customer whilst the third complaint was being made
20) Used appropriate body language whilst the third complaint was being made
21) Confirmed understanding of what the third complaint was about
22) Apologised and showed empathy for the customer whilst upholding the organisation policy for the third complaint
23) Take personal responsibility to resolve the third complaint
24) Assess the impact on the customer and find a clear and simple solution to resolve the third complaint
25) Inform the guest of how they will address the third complaint
26) Follow up with the customer once the third complaint was resolved to ensure that the customer is satisfied with the outcome.
27) Promote repeat business by offering promotional services according to individual empowerment and organisational policy
28) Log the third complaint in the complaints register
29) Identify, from the complaints, what the related problems are that could have longer-term impact
30) Consult with the business owner and the Head Chef, to assess and suggest potential solutions to those problems

Activity 3
Complete Customer Complaints Register Log
Use theBest Bite CaféCustomer Complaints Register Logtemplate following (also available as a separate handout if required) to complete the Customer Complaints Register Log.

Ensure you complete this log during the roleplay in real time as required in the procedure.

Attachment:- Workplacement Cluster Assessment Booklet.rar