Unit 14:Investigating Customer Service – Assignment 2
14/C. P4 Demonstrate communication and interpersonal skills appropriate to meet
customer needs in different situations
Bad Customer Service
Me: Hello, Tesco Customer Service
C1: uhhh hi, ... I was just wondering like...I bought a piece of chicken breast from your
store and like
Me: (Talks to Colleague)
C: Excuse me?
Me: huh what?
C: Uhm so as I was saying... the chicken was expired, and I was thinking if there is any way
to exchange my product please
Me: wait? What? Exchange? why?
C: Like I said... I made a mistake and I would like to exchange for a fresher product
Me: sorry, but it's not the company’s fault if you didn’t care to check the expiry
date C: but then why is it even on sale if its expired
Me: that’s not my problem but feel free to talk to someone else in the store about
your product
C: right okay but it would be more polite if yo...
Me: Hangs up*
Good Customer Service
Me: Hello, good morning welcome to the Tesco’s customer service, my name is Farhaan
and how can I help you?
C: Uhm...Hi, I was just wondering like... I bought a piece of chicken breast accidently and it
was expired, and I was thinking if there is anyway of exchanging for a fresher product.
,Me: yep, I understand, so you're telling me that you recently bought a product
accidently and would like to exchange it as the other one was expired am I correct?
C: yes, yes that is correct
Me: no problem, I understand where you're coming from, did you buy this through the
online store?
C: yes, yes I did it was through your site
Me: Ahh okay okay, that’s fine can I get your customer reference number and your
order tracking number please?
C: Of course,... wait one second
Me: no problem takes your time
C: yh the reference number is 693473 and the order tracking number is 758475 did you get
that?
Me: yeeppp.. Got it all and would you like to collect your new product in the store
or delivered to you
C: Delivered please
Me: Sure, is Tomorow after 3pm a good delivery time for you?
C: Yes, that’s perfect thankyou
Me: My pleasure, I'm sorry for any inconveniences that has taken place
C: no no no thank you you have been a great help goodbye
Me: is that everything I can help you with?
C: no no that’s all thank you
Me: thank you for calling the customer service team have a good day
C: Goodbye
Disability Customer Service
Me: Hello, Goodmorning welcome to Aldi’s customer service team how can we help
you today
Phoebe: Hi I’m Phoebe and my friend Jack here is blind and he has a disability
card Jack: *gives the card to me
, Me: ah right, I understand so he wants me to speak slowly and clearly for him to
understand Phoebe: yes please
Me: Right then Jack, how can I help you
Jack: I bought a toy car for my nephew and the car seems to be broken even before it was
opened so I would like to get a refund please
Me: Okay that’s perfectly understandable Jack, Phoebe has he got the receipt for the toy
car Phoebe: yes, I have it (hands me the receipt*)
Me: yeppp that’s fine I will give you the cash right now and feel free to buy another toy car
if you wish so, and I do apologise for any inconvenience and here's your card back.
Phoebe: thank you so much have a good day
Jack: Thank you
Me: My pleasure and you two have a good day bye
14/C. P5 Review own customer service skills, identifying gaps where improvements could
be made
In terms of my own customer service abilities, I believe I did a good job of communicating
the customer's issues. I maintained my composure and provided the best advise and
assistance I could. The key scenario in the good customer service and negative customer
service role plays was that a consumer came me because he had purchased an expired
chicken breast by accident. As a result, I make certain that I comprehend the customer's
position by orally repeating everything to ensure that I understand everything and
exchanging the product.
In the good customer service scenario, I tried to exhibit empathy and made sure to soothe
the customer before moving on to the next phase. As a result, I made sure to inquire as to
where he obtained the product, as it may be purchased both in-store and online. Because
the customer had said that it was through an online business, I proceeded to ask for the
customer reference number and the order tracking number,
14/C. P4 Demonstrate communication and interpersonal skills appropriate to meet
customer needs in different situations
Bad Customer Service
Me: Hello, Tesco Customer Service
C1: uhhh hi, ... I was just wondering like...I bought a piece of chicken breast from your
store and like
Me: (Talks to Colleague)
C: Excuse me?
Me: huh what?
C: Uhm so as I was saying... the chicken was expired, and I was thinking if there is any way
to exchange my product please
Me: wait? What? Exchange? why?
C: Like I said... I made a mistake and I would like to exchange for a fresher product
Me: sorry, but it's not the company’s fault if you didn’t care to check the expiry
date C: but then why is it even on sale if its expired
Me: that’s not my problem but feel free to talk to someone else in the store about
your product
C: right okay but it would be more polite if yo...
Me: Hangs up*
Good Customer Service
Me: Hello, good morning welcome to the Tesco’s customer service, my name is Farhaan
and how can I help you?
C: Uhm...Hi, I was just wondering like... I bought a piece of chicken breast accidently and it
was expired, and I was thinking if there is anyway of exchanging for a fresher product.
,Me: yep, I understand, so you're telling me that you recently bought a product
accidently and would like to exchange it as the other one was expired am I correct?
C: yes, yes that is correct
Me: no problem, I understand where you're coming from, did you buy this through the
online store?
C: yes, yes I did it was through your site
Me: Ahh okay okay, that’s fine can I get your customer reference number and your
order tracking number please?
C: Of course,... wait one second
Me: no problem takes your time
C: yh the reference number is 693473 and the order tracking number is 758475 did you get
that?
Me: yeeppp.. Got it all and would you like to collect your new product in the store
or delivered to you
C: Delivered please
Me: Sure, is Tomorow after 3pm a good delivery time for you?
C: Yes, that’s perfect thankyou
Me: My pleasure, I'm sorry for any inconveniences that has taken place
C: no no no thank you you have been a great help goodbye
Me: is that everything I can help you with?
C: no no that’s all thank you
Me: thank you for calling the customer service team have a good day
C: Goodbye
Disability Customer Service
Me: Hello, Goodmorning welcome to Aldi’s customer service team how can we help
you today
Phoebe: Hi I’m Phoebe and my friend Jack here is blind and he has a disability
card Jack: *gives the card to me
, Me: ah right, I understand so he wants me to speak slowly and clearly for him to
understand Phoebe: yes please
Me: Right then Jack, how can I help you
Jack: I bought a toy car for my nephew and the car seems to be broken even before it was
opened so I would like to get a refund please
Me: Okay that’s perfectly understandable Jack, Phoebe has he got the receipt for the toy
car Phoebe: yes, I have it (hands me the receipt*)
Me: yeppp that’s fine I will give you the cash right now and feel free to buy another toy car
if you wish so, and I do apologise for any inconvenience and here's your card back.
Phoebe: thank you so much have a good day
Jack: Thank you
Me: My pleasure and you two have a good day bye
14/C. P5 Review own customer service skills, identifying gaps where improvements could
be made
In terms of my own customer service abilities, I believe I did a good job of communicating
the customer's issues. I maintained my composure and provided the best advise and
assistance I could. The key scenario in the good customer service and negative customer
service role plays was that a consumer came me because he had purchased an expired
chicken breast by accident. As a result, I make certain that I comprehend the customer's
position by orally repeating everything to ensure that I understand everything and
exchanging the product.
In the good customer service scenario, I tried to exhibit empathy and made sure to soothe
the customer before moving on to the next phase. As a result, I made sure to inquire as to
where he obtained the product, as it may be purchased both in-store and online. Because
the customer had said that it was through an online business, I proceeded to ask for the
customer reference number and the order tracking number,
