Whats the
right thing
to do?
By Ajmol
,P4
Scenario 1 written complaint
,Scenario 2 phone call conversations
Phone Call received from a disgruntled customer complaining about how poorly they
were treated by a member of staff when they visited their local store recently. They
had asked for some help as they werent sure with the ingredients included in the
sandwiches
C: Hi
Me: Hi sir, Do you need any assistance with anything
C: No, i would like to make a compliant
Me: I'm sorry to hear that, may i have your name please?
C: Jamie
Me: Thank you jamiet can you please tell me what happened
C: Today i went to one of the branches and was going to buy a sandwich…. but
weren't sure about the ingredients included, so we asked one of staffs and he started
to treat me poorly, he started to make comments of how i looked like and dressed
Me: We are sorry to hear that, Do you remember the name of the staff
member-leave.
Me: Can you give me a description of how he looked like
C: uhhh.. He had short curly hair, He was very tall around 6ft and white
Me: Alright which branch was this in
C: Tesco Express, Carrs Ln, Birmingham B4 7SS
Me: Sir we will get to the bottom of this and make sure the Staff member deals with
the consequences, For the time being we will send a report over to the staff
manager and have a chat about what happened. If the case is that bad we will fire
him and he will lose his job as in tesco we do not tolerate this behaviour
C: Thank you Sir
, Me: No problem, Happy to help, can I assist you with anything else?
C:yes
Me: Do you still need help with the ingredients included
C: I just want to know if there's any nuts included as i am allergic to them
Me: Can i have the product name please
C: Uhh wait hold up for 1minute… The name is Tesco The Chicken Club Sandwich
Me: No sir it does not include nuts
C: Ok, thank you for your help
Me: Do you want anything else? We can also give you an extra promotional offers or
a voucher because we are sorry that you had to go through this. We will send this via
email sir. It will come within 24 hours
C:
Me: Thank you for your time and we will make sure this never happens again,
Anything else i can help you with
C: No Thats it
Me: Hope you have a great day sir and Bye
C: Bye
Face to Face conversation between an unhappy customer and a member of staff
at the Customer Service Desk at a local store concerning a Broken Kettle
Me: Hi welcome to Tesco, How's your day today?
C: My day has not been the greatest however thank you for asking… i just have a
small issue i need to get resolved
Me: Oh… I'm sorry.. what's the issue sir
C: I bought a kettle online and received it. The box was in good condition and I
opened it and the kettle isnt turning on. I think there's something wrong with it
right thing
to do?
By Ajmol
,P4
Scenario 1 written complaint
,Scenario 2 phone call conversations
Phone Call received from a disgruntled customer complaining about how poorly they
were treated by a member of staff when they visited their local store recently. They
had asked for some help as they werent sure with the ingredients included in the
sandwiches
C: Hi
Me: Hi sir, Do you need any assistance with anything
C: No, i would like to make a compliant
Me: I'm sorry to hear that, may i have your name please?
C: Jamie
Me: Thank you jamiet can you please tell me what happened
C: Today i went to one of the branches and was going to buy a sandwich…. but
weren't sure about the ingredients included, so we asked one of staffs and he started
to treat me poorly, he started to make comments of how i looked like and dressed
Me: We are sorry to hear that, Do you remember the name of the staff
member-leave.
Me: Can you give me a description of how he looked like
C: uhhh.. He had short curly hair, He was very tall around 6ft and white
Me: Alright which branch was this in
C: Tesco Express, Carrs Ln, Birmingham B4 7SS
Me: Sir we will get to the bottom of this and make sure the Staff member deals with
the consequences, For the time being we will send a report over to the staff
manager and have a chat about what happened. If the case is that bad we will fire
him and he will lose his job as in tesco we do not tolerate this behaviour
C: Thank you Sir
, Me: No problem, Happy to help, can I assist you with anything else?
C:yes
Me: Do you still need help with the ingredients included
C: I just want to know if there's any nuts included as i am allergic to them
Me: Can i have the product name please
C: Uhh wait hold up for 1minute… The name is Tesco The Chicken Club Sandwich
Me: No sir it does not include nuts
C: Ok, thank you for your help
Me: Do you want anything else? We can also give you an extra promotional offers or
a voucher because we are sorry that you had to go through this. We will send this via
email sir. It will come within 24 hours
C:
Me: Thank you for your time and we will make sure this never happens again,
Anything else i can help you with
C: No Thats it
Me: Hope you have a great day sir and Bye
C: Bye
Face to Face conversation between an unhappy customer and a member of staff
at the Customer Service Desk at a local store concerning a Broken Kettle
Me: Hi welcome to Tesco, How's your day today?
C: My day has not been the greatest however thank you for asking… i just have a
small issue i need to get resolved
Me: Oh… I'm sorry.. what's the issue sir
C: I bought a kettle online and received it. The box was in good condition and I
opened it and the kettle isnt turning on. I think there's something wrong with it
