Face-to-face customer complaint (Role Play- write dialogue for each role-play)

 

A customer came into the café and asked about what the specials of the day were. The staff member who was serving her had no idea what the specials were.

The staff member replied to the customer and said, "let me go and find out the specials and I will get back to you".

On the way back to speak with the customer the staff member saw some other staff standing around and decided to stop and have a conversation.  The customer who was getting impatient and noticed the lack of service, walked up to the register to place their own order.

The customer approached the manager and complained, describing the horrible experience she had just encountered and the lack of attentiveness and professionalism from the staff member who served her.

How do you deal with this situation?

Scenario 2: Over the phone customer complaint (Role Play- Write  dialogue)

 

Ms Prada is the CEO of a large firm near your restaurant and she's a regular customer. She is a very demanding but polite customer under normal circumstances but is used to getting her own way because she is a CEO. Yesterday she visits your restaurant for lunch you have a large party booked and her normal table is not available. Also, her meal was delayed while the large group was being served.

 

During and after her lunch she was unhappy with the situation and complained about the poor service, noise and general lack of special attention she received to a waiter who was very busy with the large group.

Ms Prada rings the following day to demand to speak to the manager and make a complaint about her previous days experience.

How would you deal with this situation?

 

 

Scenario 3: Customer complaint via email (Written)

 

A regular customer sent an email to complain about the quality of food when he was there last week as it was not up to the normal standard and the customer's expectations (product quality).

 

Write an email to apologise for the lapse in the food quality standards, assure the customer that the issue on the quality of the food is being addressed to the Head Chef. Extend an invitation to the customer (dinner for two) as an opportunity for the restaurant to redeem themselves.

 

Write an email to the customer ensuring all the above points are covered.

 

 Scenario 4: Handling customer complaint over Social Media (Written)

 

The cafe has a Facebook page, and you oversee communicating with the public via this medium. One customer has posted the following comment on the cafe's Facebook wall:
"Had a terrible experience today. Was ignored for 15 mins, then they mixed up my order!
Don't think I'll go back."

 

Describe how you would respond. (Write what you would write on Facebook) 

 

5. Feedback

 

Feedback is important to any business as part of your assessment you are to seek feedback from your customers on how well you went providing service and dealing with complaints.

Complete following feedback forms

 

1. CUSTOMER FEEDBACK FORM

 

NAME:

Contact No :

PLEASE CIRCLE A NUMBER TO RATE US (WHERE 1 IS POOR AND 5 IS EXCELLENT)

SERVICE                                   1                      2                      3                      4                      5 

STAFF FRIENDLINESS               1                      2                      3                      4                      5 

FOOD QUALITY                        1                     2                      3                      4                      5 

COFFEE QUALITY                     1                      2                      3                      4                      5 

ATMOSPHERE                         1                      2                      3                      4                      5 

VALUE FOR MONEY                1                      2                      3                      4                      5 

CLEANLINESS                           1                      2                      3                      4                      5 

 

What did you like about us?               

How often have you visited us?                    

How did you hear about us?              

Could your experience have been better?            

If yes, how?            

Comments on your experience at our venue: -           

Is it ok if we post your comments about our venue on our website or Facebook page          

 

YES                       NO                                               

Thank you for your time in filling out this feedback form J

 

Customer Resolution Feedback Form

Customer Name: ___________________________________________________________________

Customer Contact Details: ___________________________________________________________

Complaint Date: _________________________                                     

 

What type of feedback would you like to give to us?

• Suggestion to improve our service

 

• Complaint about our service or staff

 

Briefly explain the nature of why you are contacting us. 

Is there any feedback you would like to give regarding your experience with us?

Has your issue been resolved to your satisfaction?

 

PLEASE CIRCLE A NUMBER TO RATE US ON OUR COMPLAINT RESOLUTION

(WHERE 1 IS POOR AND 5 IS EXCELLENT)

 

                       1                       2                      3                      4                      5

Answer rating: 100% (QA)

Answer Scenario 1 Facetoface customer complaint Customer Excuse me can you tell me what the specials of the day are Staff Member Im not sure let me go and find out the specials and I will get back to ... View the full answer