Task 1.1: Roleplay to address customer service needs

This task requires you to participate in a role-play with the Customer who has recently lodged a complaint stating that the website does not provide additional details regarding the smartwatch and the customer service representative was also unable to provide the missing information as he did not have the product knowledge.

The trainer/assessor will play the role of the customer in this role play.

The student must follow the "Complaints Handling policy and procedure" given in Appendix C when resolving customer complaints.

During the role-play, you will:

Make a call to the customer

Introduce yourself to the customer

Clarify and accurately assess customer needs by using questioning (communication techniques) and asking the following questions:

oHow may I help you?

oWhat are we missing?

oWhat could we have done differently?

oWhat additional features would you like to see on the online store?

Thank the customer for their invaluable feedback

Customer will:

Introduce themselves

Inform them that they went to Bluemaster online store to buy a new Smartwatch but are very disappointed with the whole experience

They will inform that following details are missing from the online store:

oProduct weight

oProduct dimension

oBatterie type

oWireless communication technologies

oDisplay technologies

oDisplay resolution

oForm factor

oAvailable colour

They will further complain the customer service representative was not able to solve their query as he stated that the product has been recently launched and he does not have enough information about the product.

They will discuss what they would like to see the following additional features in the online store:

oCustomer reviews

oDelivery details

oAvailable quantity

oGift option

Task 1.2:

To diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements you will complete the below Problem Diagnosis Document using information gathered from a customer in task 1.1

Problem Diagnosis Document:

Date:

Prepared by:

Concern Area: Bluemaster online store

Missing services/details :

Additional services/details requested: