Unit 14: Investigating customer service learning aim C
Samantha Wright
What’s the right thing to do?
In the following report, I will be demonstrating my customer service skills
through exploring various different scenarios and through the process of self-
assessments and improving and developing these skills by taking feedback on
my skills into consideration.
,Unit 14: Investigating customer service learning aim C
Samantha Wright
Customer Service Letter responding to a complaint:
Write your first attempt at a response here:
yeah, well it is not our problem. as far as I’m
concerned the products that were delivered
to you were not expired at the time
Therefore u not being able to eat all that
you ordered is more of a problem from your
side . There is nothing I can do about this , I
would suggest u try a little harder to finish
what you order or act smarter and order
your groceries throughout the week rather
than all at once if wasting food is a concern
of yours. Do not contact us regarding
problems that don’t involve our
supermarket again.
Analyse your performance - what do you
need to do to improve your customer
service?
The response does not greet the customer
before responding to their complaint. It
doesn’t state the employees name or the
organization, which is unprofessional as this
won’t be clear for the customer to know
where the letter came from. The letter is
written informally, as shown in the non-
capitalized letters, lack of punctuation, as well as the use of slang such as 'u' instead of 'you'. Rather
than solving the customers problem, this response blames them and does not provide reasonable
solutions, for example, in the first response, rather than suggesting a refund or delivering fresher
products to her, the response suggests that she should eat it before it all expires. Instead of saying
'do not contact us regarding problems that don't involve our supermarket again' it should have
ended by thanking the customer and apologising for the inconvenience.
Write your second attempt at a response here:
Dear M James,
I am sorry to hear about your fruit delivery with a close use by date. I understand how frustrating
this could have been for you, however we are glad to hear from you as we take customer
satisfaction very seriously and this will help prevent this event from happening again to you and any
customer in the future. Here at Aldi we strive to provide the freshest products for our customers to
purchase, if you wish to exchange the products you purchased or receive a refund we are more than
happy to do so. We are truly sorry for the inconveniences that this has caused for you and hope to
provide you better services in the future. Please do not hesitate to contact us if you have any further
queries regarding our service at Aldi. You are more than welcome to respond to this email or call us
directly if you would like to take this complaint further.
Best regards,
Aldi customer service team.
, Unit 14: Investigating customer service learning aim C
Samantha Wright
Complete this on your letter of response – Demonstrating product/service knowledge for
a customer query
1 – Very effective 2 – Effective in most situations 3 – Fairly able 4 – Struggled to demonstrate
Customer service skill or Self-assessment – Rate how much you Self-assessment- Rate how much you have
behaviour have demonstrated this skill/behaviour in demonstrated this skill/behaviour in your
your first response– explain how and why. first response– explain how and why.
Communication skills
Face-to face / written Written Written
/ electronic /
telephone
Verbal No questions were asked in the No questions were asked in the
(Open questions) letter letter
Verbal No questions were asked in the No questions were asked in the
(Closed questions) letter letter
Nonverbal e.g. body 3- able to read what the customer 1- able to read and interpret what
language, listening has written and respond to it in the customer has written and
skills writing sympathise
Interpersonal skills
Positive attitude 4- was rude to the customer and 1- was polite to the customer,
blamed the customer for the issue apologised for what has happened
they have raised a complaint for
Behaviour that 3- tells the customer there is 1- allowed the customer to
reflects the business’s nothing they can do about the exchange the product or receive a
values expired fruits and tells them not refund in order to ensure
to contact them again customer satisfaction
Hygiene Presented well Presented well
Personality 4- Rude and unhelpful 1- Helpful and welcoming
Conversation skills 3- grammar and spelling mistakes 1- able to comfort the unhappy
in the writing customer
Giving consistent and 4- responses were not accurate to 1- gave the customer accurate and
reliable responses the businesses reliable information
Behaviours
Offering assistance 4- dismissed the customer, did not 1- was happy to help and said at
want to help and did not provide the end for the customer not to
any solutions to their problem hesitate to write back
Showing respect 4- was disrespectful when blaming 1- Respectfully took responsibility
the problem on the customer of the mistake and ensured it
wouldn’t happen again
Samantha Wright
What’s the right thing to do?
In the following report, I will be demonstrating my customer service skills
through exploring various different scenarios and through the process of self-
assessments and improving and developing these skills by taking feedback on
my skills into consideration.
,Unit 14: Investigating customer service learning aim C
Samantha Wright
Customer Service Letter responding to a complaint:
Write your first attempt at a response here:
yeah, well it is not our problem. as far as I’m
concerned the products that were delivered
to you were not expired at the time
Therefore u not being able to eat all that
you ordered is more of a problem from your
side . There is nothing I can do about this , I
would suggest u try a little harder to finish
what you order or act smarter and order
your groceries throughout the week rather
than all at once if wasting food is a concern
of yours. Do not contact us regarding
problems that don’t involve our
supermarket again.
Analyse your performance - what do you
need to do to improve your customer
service?
The response does not greet the customer
before responding to their complaint. It
doesn’t state the employees name or the
organization, which is unprofessional as this
won’t be clear for the customer to know
where the letter came from. The letter is
written informally, as shown in the non-
capitalized letters, lack of punctuation, as well as the use of slang such as 'u' instead of 'you'. Rather
than solving the customers problem, this response blames them and does not provide reasonable
solutions, for example, in the first response, rather than suggesting a refund or delivering fresher
products to her, the response suggests that she should eat it before it all expires. Instead of saying
'do not contact us regarding problems that don't involve our supermarket again' it should have
ended by thanking the customer and apologising for the inconvenience.
Write your second attempt at a response here:
Dear M James,
I am sorry to hear about your fruit delivery with a close use by date. I understand how frustrating
this could have been for you, however we are glad to hear from you as we take customer
satisfaction very seriously and this will help prevent this event from happening again to you and any
customer in the future. Here at Aldi we strive to provide the freshest products for our customers to
purchase, if you wish to exchange the products you purchased or receive a refund we are more than
happy to do so. We are truly sorry for the inconveniences that this has caused for you and hope to
provide you better services in the future. Please do not hesitate to contact us if you have any further
queries regarding our service at Aldi. You are more than welcome to respond to this email or call us
directly if you would like to take this complaint further.
Best regards,
Aldi customer service team.
, Unit 14: Investigating customer service learning aim C
Samantha Wright
Complete this on your letter of response – Demonstrating product/service knowledge for
a customer query
1 – Very effective 2 – Effective in most situations 3 – Fairly able 4 – Struggled to demonstrate
Customer service skill or Self-assessment – Rate how much you Self-assessment- Rate how much you have
behaviour have demonstrated this skill/behaviour in demonstrated this skill/behaviour in your
your first response– explain how and why. first response– explain how and why.
Communication skills
Face-to face / written Written Written
/ electronic /
telephone
Verbal No questions were asked in the No questions were asked in the
(Open questions) letter letter
Verbal No questions were asked in the No questions were asked in the
(Closed questions) letter letter
Nonverbal e.g. body 3- able to read what the customer 1- able to read and interpret what
language, listening has written and respond to it in the customer has written and
skills writing sympathise
Interpersonal skills
Positive attitude 4- was rude to the customer and 1- was polite to the customer,
blamed the customer for the issue apologised for what has happened
they have raised a complaint for
Behaviour that 3- tells the customer there is 1- allowed the customer to
reflects the business’s nothing they can do about the exchange the product or receive a
values expired fruits and tells them not refund in order to ensure
to contact them again customer satisfaction
Hygiene Presented well Presented well
Personality 4- Rude and unhelpful 1- Helpful and welcoming
Conversation skills 3- grammar and spelling mistakes 1- able to comfort the unhappy
in the writing customer
Giving consistent and 4- responses were not accurate to 1- gave the customer accurate and
reliable responses the businesses reliable information
Behaviours
Offering assistance 4- dismissed the customer, did not 1- was happy to help and said at
want to help and did not provide the end for the customer not to
any solutions to their problem hesitate to write back
Showing respect 4- was disrespectful when blaming 1- Respectfully took responsibility
the problem on the customer of the mistake and ensured it
wouldn’t happen again
