Inflexible delivery times - businesses which refuse to deliver beyond a narrow, fixed time, or at weekends when most customers are at home; Lack of customer-friendly complaints handling systems - if it is difficult to complain, most people will not bother and will simply take their business elsewhere; Having to pay premium rates to call advice telephone numbers, rather than free-phone or low-cost calling numbers; No human voices on the telephone - mechanised systems that take customers through a lengthy process only to deliver them back to the beginning. Role-play 5 You are in charge of the catering for a three-day conference at the Mayfell Hotel. It is your job to ensure that quality and quantity of food is sufficient for the attendees and conference organisers. You also need to ensure that all dietary requirements have been met. You liaise with the chef and the event coordinator to ensure the chef has all the necessary details they need for the catering of the event. You also deal with any issues regarding the catering. Any issues that you cannot resolve are referred to the event coordinator or in extreme cases the hotel manager. As far as you are aware, for this conference there are 120 people attending and catering has been ordered for that amount of attendees. The event coordinator is approaching you and it looks like there might be an issue. You are providing customer service for an internal customer.
Read the role-play background information prior to commencing the role-play. Deal with the situation and outline what steps you will take to resolve it. Once you have assisted the internal customer and rectified or referred their problem, seek feedback from your internal customer about the quality of customer service provided and the resolution process used. During this role-play, you are required to demonstrate the following skills and knowledge. Greet your internal customer in a polite and friendly manner. Use questioning and listening techniques to determine the internal customer’s needs or concerns. Based on the job role, identify if you are unable to meet the needs of the customer, and seek assistance from others, if necessary. Recognise and resolve customer problems or delays and deficiencies in customer service. Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility. If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures, when necessary. Explain what actions could be taken to ensure this does not happen again. Seek informal feedback from customers. Complete the role-play. Answer all the questions after completing the role-play. The information that can be obtained from complaints can be used to more effectively manage customer interactions, adapt products and services, and modify or better control a specific process. Customer complaint information not only needs to be used to reach an effective solution for the complaining customer but also to improve processes and
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- Fall '19
- Complaint, Pleading, Mayfell Hotel, SITXCCS007 Enhance customer service experiences