Role Play: Investigating Customer Complaints on Delayed Deliveries

This assignment presents a role-play scenario focused on addressing customer complaints regarding delayed deliveries. The role play involves two key interactions: the first between a company representative and a driver, and the second between the company representative and a customer. The driver explains the reason for the delay, attributing it to an incorrect delivery address. The customer, in turn, expresses dissatisfaction due to financial losses incurred because of the delay, which resulted from a missed contract deadline. The company representative offers an apology and promises compensation after legal consultation. This assignment provides insights into effective communication, problem-solving, and customer service within a business context, demonstrating how companies handle and resolve delivery-related issues and customer dissatisfaction. The assignment showcases a practical application of business development principles.

Running head: ROLE PLAY
Task 3: Role play
Background- various complaints have been lodged by the customers regarding poor services of
the company due to delay in delivery. Investigation is carried out by the company investigator to
get better details of the case.
Role play with the Driver
Company- Hi, Good afternoon!
Driver- good afternoon!
Company- I hope we know the cause for our meeting today?
Driver- yes I know.
Company- What do you have to say for the complaint made against you?
Driver- I can explain the complete scenario.
Company- Please go ahead
Driver- I was asked to deliver the goods by 16th June and I was given an address for this
purpose. However when I reached the destination as specified on 16th June I was told that the
goods were to be delivered to some other place and that is the reason I delivered the goods by
18th June.
Company- I see! But then why did you not inform us about the same.
Driver- I thought you would trust the customers and so I did not speak the same to you.
Company- ok so until further investigation wait for further information from us.

1ROLE PLAY
Driver- ok.
Role play with the Customer
Company- Hi, Good Afternoon!
Customer - good Afternoon!
Company – So I hope you know the main reason for the investigation
Customer- Yes I know.
Company- we heard that you are facing certain issues which is causing dissatisfaction to you.
Customer- yes I had started ordering goods from your company because I had heard that your
company is one of the best transportation services providing company.
Company- so can you explain your issue with us in details?
Customer- Yes. Recently I was told that I would get the goods I ordered for by 16th June and
based on the same information I had taken many other decisions such as I had entered into
further contracts but the goods were delivered to me on 18th June due to which I had to suffer
from huge amounts of losses.
Company- We are sorry for the inconvenience caused to you due to our services. We assure you
that you will not face any such issues in future.
Customer- But I have suffered financial losses of about 10lakhs rupees due to such delay. What
can you do for that?
Company- you please submit the contract papers stating the amount to us and our lawyer will
look into the same and compensate accordingly.

2ROLE PLAY
Customer- I need the money as soon as possible and I want the entire amount!
Company- We will try to compensate you as soon as possible for the amount that our lawyer
suggests is correct.
Customer- ok
Company- ok then we will inform you as soon as our lawyers give us any information.