Assessment Instructions
- All resources and information can be found in your Quality Customer Service Assessment Task Notice.
- Please keep your computer logged in with your Assessment Task Notice to record activities throughout the practical and written session.
- Please adhere to the timetable and time allocations to ensure all groups are given equitable time to prepare and present scenarios.
- Use your time wisely to complete written tasks.
- During planning sessions create brief scripts of your role plays for prompts but they are not to be used during the role play.
- Each group will be provided with an opportunity to practice the role play before it is recorded.
- All groups must work together to ensure that each student presents one role play from each session 1 and 2.
- Carefully read the observation checklist that will be used to assess your skills in this task.
- Each student will receive two observations sheets that can be used to help write your individual scenario reports.
Time
|
Group
1
IB,
AC and SS (AH)
|
Group
2
CJ,
SW and JH AE
|
Group
3
PK,
RG and LB
|
Group
4
CT,
NK and LCC
|
1.55pm
2.20pm
|
Prepare
3 FOH Scenarios
|
Prepare
3 FOH Scenarios
|
Prepare
3 FOH Scenarios
|
Revision
of week 8 Last week lesson (absent)
Revision
of week 8 Last week lesson (absent)
Break
|
2.20pm
2.40pm
|
Present 3 FOH Scenario
|
Prepare Technical Operations
Scenarios
|
Prepare Technical Operations Scenarios
|
|
2.40pm
3.05pm
|
Prepare Technical Operations
Scenarios
|
Break
|
Break
|
|
3.05pm
3.30pm
|
Complete Report Questions on
Each Scenario
|
Present 3 FOH Scenario
|
Case
Study 1 and 2
|
Prepare 3 FOH Scenarios
|
3.30pm
3.55pm
|
Break
|
Complete Report Questions on Each Scenario
|
Present 3 FOH Scenario
|
Prepare Technical Operations Scenarios
|
3.55pm
4.20pm
|
Case
Study 1 and 2
|
Present Technical Operations Scenarios
|
Complete Report Questions on Each Scenario
|
Case
Study 1 and 2
|
4.20pm
4.45pm
|
Present Technical Operations Scenarios
|
Complete Report Questions on Each Scenario
|
Complete General Knowledge Questions
|
Complete General Knowledge Questions
|
4.45pm
5.10pm
|
Complete Report Questions on Each Scenario
|
Case
Study 1 and 2
|
Prepare Technical Operations Scenarios
|
**Group
4 will present scenarios next week after the examination
|
5.10pm
Completed
next week if out of time
|
Complete
General Knowledge Questions
|
Complete General Knowledge Questions
|
Complete Report Questions on Each Scenario
|
Good communication and customer service skills are required to
create a positive impression and to establish rapport with the customer. It
involves understanding, clarifying and meeting
customer needs and expectations.
Here are some basic steps to follow when dealing with customers.
- Greet the customer, smile and tell them your name.
- Ask the customer for their name (always be respectful and use their title Mr, Mrs etc). Once they have given you their name continue using it throughout the discussion.
- Ask the customer the details of the complaint (it doesn’t work, couldn’t hear the microphone or the technician arrived late). Try not to interrupt the customer as people can become stressed when they are interrupted, particularly if it happens in the middle of a sentence.
- Acknowledge their distress about the problem. This is important as they won’t be interested in a solution until they have had their chance to vent their anger.
- Paraphrase their problem back to them to ensure you have all the facts and they are reassured that you have been listening to them.
- Offer a solution (exchange the faulty product, offer a reduction of fees).
- Give them something extra (an upgraded product, a discount on their next service, a voucher they can spend in the shop).
- Thank them for assisting you by pointing out a problem and apologise for their inconvenience. Take care not to admit liability for the problem, just apologise for their inconvenience and distress.
- Record details about the complaint such as customer’s name and contact details, the product or service, how you dealt with it and how the customer reacted.
- Follow-up, e.g. ring the customer a few days later to see if they are satisfied with their replaced product. Follow up after a problem ensures repeat business.
