Year 11 Term 3 Week 9 - Quality Customer Service Role Plays

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.