This is a practical assessment to ensure the learner participates in customer service nteractions/transaction situation using a role-play script in a simulated environment. Pairs are required in this assessment. Your assessment partner will play the role of a customer and you as the service staff and vice versa. Your trainer will play the role of your supervisor. Your role-play should nclude a conversation between 5-10 minutes with the customer. Organisational Context: You have started to work as the customer service officer in a fashion retail organisation Academy Brand. On a day to basis you and your colleagues handle customer service ssues and complaints that are diverse in nature. Some of the situations that you face are: 1. A customer enquires/wishes to purchase or experience your company's products and services 2. A Customer Is Confused About What He or She Wants or Needs 3. When a Customer Makes a Racist Remark 4. When a Customer Asks to Be Served Ahead of Other Waiting Customers 5. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences 6. When a Customer Is Experiencing a Language Barrier 7. When the Customer Insults Your Competence 8. When You Don't Have the Answer 9. When You Need to Clarify Commitments 10. The Customer is agitated 11. The Customer has defective merchandise 12. You receive a Complaint about Rude Employees 13. A customer feels you have 'ripped' them off Selecting on any of the above listed situations, you are required to manage the customer service situation by developing and participating in a role-play situation. You are required to: Develop the detailed scenario script that contains conversations of both people for the role play Consult the supervisor in regards to the service situation (if referral is required) You are required to address the following in the role-play discussions and script: 1. Investigate and assess, and include the needs of customers in planning processes Customer Service, Assessment No.2 Page 7 /1.0, Last updated on 1/05/2019 by MM