Customer Service Role Play and Report: Smartphone, Supermarket, WiFi

This homework assignment presents a comprehensive exploration of customer service principles through practical application. The assignment is divided into three main tasks. The first task involves role-playing interactions with smartphone providers, assessing their customer service based on predefined criteria, and documenting the experience. The second task requires the student to assume the role of a team leader in a supermarket and address a customer's complaint about an expired product, focusing on effective communication and problem-solving strategies. The third task involves role-playing and reporting on scenarios such as dealing with an angry customer whose WiFi is down, a frustrated new staff member, a confused customer seeking cyber security software, and a scenario involving the student's boss complaining about slow internet. The assignment emphasizes the importance of effective communication, problem-solving, and customer satisfaction in various business contexts, with a focus on applying theoretical knowledge to practical situations. The student is also required to self-reflect on their performance in each role-play and report.

Question 10:
Task 10: Role play and report
Pretend that you are looking for a new smartphone. Approach two different providers and ask
about the options available.
Keep a log to record your interaction. Using the good customer service practice list for each
practice assess each provider on the basis of either poor; adequate; good or; excellent service.
Include a column for comments to justify your assessment.
Using your phone contact two different providers and ask for the same information and assess
them on the same basis. Your response should not exceed 100 words.
Me: Hello, would kindly tell me if I can get a Samsung Galaxy ?
Customer service: Yes it is available yes we have Samsung Galaxy S8 and S9 Android
smartphone(Bhagat, 2012).
Me: Would you kindly tell me the market price
Customer service: We kindly ask you to avail yourself at our shop to check the prices
Me: Please, just discuss it over the phone.
Customer service: Ill call you back
RATING: POOR
Me: Hello, am looking for Samsung galaxy versions ,would you kindly if I can get any
Customer service: Yes we have many phones which fits your descriptions, the most affordable
ones are Samsung Galaxy S8 and S9
Me: What is the price of aforementioned phones
Customer service: Samsung Galaxy S8 goes for $113 while S9 will cost you only $115
Hello:Do you have courier services which can deliver the phones to me
Customer service:Yes we can deliver it any where across the country within a day
RATING-EXCELLENT
Company 1 Company 2
Customer service poor excellent
Customer engagement poor good
Ability to solve customer’s needs poor adequate

Submit your results to the facilitator.
 Role play
Third party or facilitator comments:
Signature: Observation Date:
 Self-reflection during role play
Question 12:
Task 12: Report
Pretend you are working as a team leader for front end in a supermarket. At busy night on
Friday one frustrated customer complained about one expired product located in the shelf.
This customer is a regular customer of the supermarket and needs that product urgently.
Being as a team leader for front end your duty is to satisfy this customer need, write not more
than 200 words, how you would deal with this situation to satisfy this customer need?
Your response should cover the following points:
•Appropriate greetings and gestures
language and body gesture plays a major part in customer and company relationship. Using
upright posture and polite greetings such as “hello” will help the customer to relax.
• Making and receiving complaints
Every customer needs to be given an audience to be able to glow off, however as a customer
service expert you are required to stay calm and give the customer a listening hear
• Questioning and restarting

 Identify and communicate rights and responsibilities of customers
Every customer has the Right to call for satisfactory. The customer service representatives
need to communicate properly and consider every client’s rights, and ensure that every
customer is treated them with respect and dignity, this means that every customer is given
opportunity to choose want they want(Hines,2014).
Determine and priorities preferred actions
Although the first step in creating good relationships with customer is to engage them in
conversations about their resources and strengths, the main goal of the customer representative is
to identify clients’ needs to be addressed to capitalize on the service results for the organization.
The customer representatives should investigate additional needs not stated, or problems which
they have identified.
As a team leader you should always focus on putting the best customers first by ensuring that they
are enlisted good customer in a book and they need to go extra mile to build good anxiety.The
customer representatives need also to be proactive will also eradicate angry customer and will
allow the whole staff to focus on creating happy relationships( Eketu,2016).
Explain possibilities for meeting customer needs
Meeting every customer’s need is challenging ,for a firm to meet clients needs they need
to come up with new products and services, this can be reinforced by the customer
feedback. The customer needs to offer reviews about older goods and services. The group
leader need to pick client every month, and engage with them through call or email and
allow them to have a constructive criticism which will enable the organization to build new
goods and services based on the received customer feedback(Mehta,2016).
The team leader need to pay attention and also listen to the customer. At times customers
will not be capable of verbalizing precisely what they need from the organization. Though,
they can able to verbalize other things. As a team leader you need to stick to keep the
conversation professional and only focus on the customer’s issues and offer alternative
solution (Nasssar,2015).
Explain and match available services and products to customer needs
However good the product or service of a business is, the plain truth is that not a single
customer will purchase it if they need it. A team leader need to focus on what the
customers really want. The supermarket aisle need to be arranged in such a way that all
essential products are put in open and accessible areas where clients can get them easily.
Marketing should also be carried out on monthly basis(Ji-Hyun,2019).
 Assist customers to evaluate services and/or product options to satisfy their needs
Being able to identify and understand client’s needs is at the focus of every successful
commerce, whether the business sells directly to people or other firms. Once you have
this ,the main focus should know be on satisfying customer’s need and one way to do this
is through sending markets agents to sell products to the customers and also be reinforced
by good customer service (Goldsmith,2010).

Question 11:
Task 11: Role play and report
Role play one of the following in pairs:
 An angry customer whose WiFi network appears to be down and you are the help desk
officer.
Client complaints are unending. No matter the nature, success or size, nature of your
business, the business always have a good number of people with who must complain about
some services or goods which the company offers happy. As a customer service
representative, you need to ensure that the raised complaints are addressed in timely
manner( Humphrey,2011).
In order to avoid losing clients, the customer service representatives need to have effective
listening skills. This will ensure that the rep is taking his/her time to listen to the client,
understand their precise problem, and provide a proper solution. Cheer the customer in
order get this understanding between the customer and the company.
 A frustrated new staff member who has an apple background and your system is pc.
It is always difficult for workers figure out how to deal with angry clienteles. In order to
handle customer challenges the customer service representative need to create standard
operating procedures, this will enlist the issue and form a desired response.
 A confused customer who wants to know which cyber security software to purchase but is
not technically savvy.
In order to understand sales options, the customer service representative need have to
understand the clients need as well as services. The company service representative need to ask
question which a quantitative and qualitative in nature. For example, the seller can greet a client
with the "Hello. How can I help you?” .The open question will allow the customer to discuss more
about the product he/she needs and help the seller to help the client pick the best product in the
market(Sharma,2015).
 Your boss, her boss and his boss have come into your cubicle to complain about internet
speed and the big boss is apparently getting lots of spam. None of them are technically
savvy. You have the responsibility for the system on completion reverse roles.
The roles and responsibilities of workers in implementing changes in the organisation need to
be clearly stated, however there are critical times which roles can be reversed especially in
emergency situations. As assistance in the new department you need to focus on building a
teamwork spirit and enlighten the members about challenges faced in the department
Finally do an assessment of your performance and send to the facilitator. Your response
should not exceed 100 words.
 Role play
Third party or facilitator comments:
Signature: Observation Date: