Preparation sheet for the role plays.
Scenario 1- My email response
I have been asked to write an email response to a customer who is enquiring on the whereabouts of
their product which they purchased back in October. I need to ensure that I respond in a
professional manner and include my reply template with my name and contact number so the
customer will be able to get back in touch with me personally. I also need to ensure that I am using
the correct information to track the details of the supporter’s package and come up with a
resolution. To ensure that the response the customer will receive the accurate information and it is
important that I provide them with a good customer service by checking myself the issues on why he
has not received his pack and follow the correct procedures for him to get his new pack as soon as
possible. Once I ask the customer to confirm his address and if it matches the one on our records, I
will further offer my excellent customer service and request our Membership Team for them to get a
new pack sent out to the supporter as soon as possible. My email must be professional and have the
correct response and follow the correct procedure to ensure that the customer faces no further
delays regarding their pack. I must also ensure that I answer all the customers questions so he is
satisfied and then we will be able to resolve the issue. Finally, at the end of my email I will use my
official LFC sign off and let the customer know my first name, so he knows who to respond to when
he replies again with his new address, this makes the email look a lot more formal.
Scenario 2- Face to Face response
To give excellent customer service I need to ensure that;
I have good body language and maintain constant eye contact with the customer to
show that I am listening.
Ensure that I am well presented.
Ensure I am knowledgeable about tickets and the number of tickets that are left and
how they can enter in the ticket ballot.
I need to know the ticketing procedures and ensure that I am giving the correct tickets out to the
correct people, I must do this by checking peoples ID and then matching it up to what is on the
systems. I must also ensure that I do not use any foul language or slang terms when talking
to customers and I also need to ensure that I speak clearly so they can understand me. I also need to
be polite all the time and use proper English.
Scenario 3- Written Complaints
In this letter it needs to include headings and address that the customer can respond to. The letter
must be written in proper English and in the correct letter format, so it is professional. Furthermore,
the letter must directly address the customer and using their last name and address them as
Mrs/Miss/Mr and the letter must be signed off with ‘your sincerely’.
In the customers letter of complaint, they mention the service they received and how they were not
satisfied with the outcome. I then need to write a letter of response to the customer and apologise
on the club’s behalf and how this is unacceptable and will not happen again and will tell the
customer about what steps we are going to take to ensure this does not happen again. I will
then explain our returns procedure and offer them a 30% discount code for compensation for their
bad experience which will hopefully encourage the customer to return back to buy items.
1
, P4- Demonstrate communication and Interpersonal skills appropriate to
meet customer needs in different situations.
Scenario 1- Customer Queries- Electronic
Within this scenario, I offered great customer service below by updating and informing the customer
and helping him with the correct information so he will be able to receive his membership package. I
provided him with the essential information such as, when his pack was dispatched from us and
which address the pack was sent to. As the customer has paid for a product, it is essential that we
rectify this as this would have a serious negative affect on the business and the customer may not
recommend buying products from us again. Furthermore, I apologised on behalf of the club about
his pack not arriving.
Query:
Response:
My response is formal, and all the important information is highlighted in bold, this will make it
easier for the supporter to see the important information. I have provided the information for the
customer and explained the next step on what we need to take for him to receive his pack.
2
Scenario 1- My email response
I have been asked to write an email response to a customer who is enquiring on the whereabouts of
their product which they purchased back in October. I need to ensure that I respond in a
professional manner and include my reply template with my name and contact number so the
customer will be able to get back in touch with me personally. I also need to ensure that I am using
the correct information to track the details of the supporter’s package and come up with a
resolution. To ensure that the response the customer will receive the accurate information and it is
important that I provide them with a good customer service by checking myself the issues on why he
has not received his pack and follow the correct procedures for him to get his new pack as soon as
possible. Once I ask the customer to confirm his address and if it matches the one on our records, I
will further offer my excellent customer service and request our Membership Team for them to get a
new pack sent out to the supporter as soon as possible. My email must be professional and have the
correct response and follow the correct procedure to ensure that the customer faces no further
delays regarding their pack. I must also ensure that I answer all the customers questions so he is
satisfied and then we will be able to resolve the issue. Finally, at the end of my email I will use my
official LFC sign off and let the customer know my first name, so he knows who to respond to when
he replies again with his new address, this makes the email look a lot more formal.
Scenario 2- Face to Face response
To give excellent customer service I need to ensure that;
I have good body language and maintain constant eye contact with the customer to
show that I am listening.
Ensure that I am well presented.
Ensure I am knowledgeable about tickets and the number of tickets that are left and
how they can enter in the ticket ballot.
I need to know the ticketing procedures and ensure that I am giving the correct tickets out to the
correct people, I must do this by checking peoples ID and then matching it up to what is on the
systems. I must also ensure that I do not use any foul language or slang terms when talking
to customers and I also need to ensure that I speak clearly so they can understand me. I also need to
be polite all the time and use proper English.
Scenario 3- Written Complaints
In this letter it needs to include headings and address that the customer can respond to. The letter
must be written in proper English and in the correct letter format, so it is professional. Furthermore,
the letter must directly address the customer and using their last name and address them as
Mrs/Miss/Mr and the letter must be signed off with ‘your sincerely’.
In the customers letter of complaint, they mention the service they received and how they were not
satisfied with the outcome. I then need to write a letter of response to the customer and apologise
on the club’s behalf and how this is unacceptable and will not happen again and will tell the
customer about what steps we are going to take to ensure this does not happen again. I will
then explain our returns procedure and offer them a 30% discount code for compensation for their
bad experience which will hopefully encourage the customer to return back to buy items.
1
, P4- Demonstrate communication and Interpersonal skills appropriate to
meet customer needs in different situations.
Scenario 1- Customer Queries- Electronic
Within this scenario, I offered great customer service below by updating and informing the customer
and helping him with the correct information so he will be able to receive his membership package. I
provided him with the essential information such as, when his pack was dispatched from us and
which address the pack was sent to. As the customer has paid for a product, it is essential that we
rectify this as this would have a serious negative affect on the business and the customer may not
recommend buying products from us again. Furthermore, I apologised on behalf of the club about
his pack not arriving.
Query:
Response:
My response is formal, and all the important information is highlighted in bold, this will make it
easier for the supporter to see the important information. I have provided the information for the
customer and explained the next step on what we need to take for him to receive his pack.
2
