Unit 14: Investigating Customer Service - Assignment 2

P4 - Demonstrate communication and interpersonal skills appropriate to meet customer

needs in different situations
Telephone conversation
Me: Hi, thank you for calling your local Tesco customer service hotline. My name is Maya, how may I
assist you today?
Customer: Hi, I would like to speak to someone about the unpleasant experience I had at your store
today.
Me: I’m sorry to hear that. Could you provide me with more details about what happened?
Customer: I came into the store looking for a specific dairy-free product for my child and so I
approached a staff member, however the staff member barely acknowledged me and disregarded my
question without helping me find the item I was searching for. I felt completely dismissed and I had
to walk around the store for 15 minutes trying to find the product which completely wasted my
time!
Me: I’m truly sorry that you have had such a disappointing experience with us. We aim to provide
excellent customer service to all of our customers and it is concerning to hear that we fell short in
your situation. Could you please provide me with any more information on the situation? I want to
make sure I fully understand what has occurred so that I can address it appropriately.
Customer: Well I came into the store and approached an employee to which I explained that I am
searching for a dairy-free product for my child. The employee barely acknowledged me and I didnt
feel listened to, they then vaguely pointed me in a direction and walked away without providing any
further assistance or verbal communication back.
Me: I completely understand your frustration and I apologise for the lack of assistance you’ve
received. Finding the right product, especially for someone with specific dietary needs should have
been handled with more care and attention. I would like to assure you that this is not the level of
service we strive for as a business. Could I have some more information about the date and time of
your visit so that I can investigate the matter further?
Customer: It was last Thursday around 3pm.
Me: Thank you. I will make sure to look into this promptly and address it with the staff member
involved. I would also like to offer my assistance with finding the product you need. Could you please
tell me the specific item you were looking for? I will do my best to assist you right now.
Customer: Thank you, I appreciate that. I was looking for dairy-free cookies that are suitable for
kids.
Me: Absolutely, I’ll search our inventory right away to find the best options for you. While I do that, I
want to thank you for bringing this issue to our attention. We take customer feedback very seriously,
and we will use this opportunity to improve our service. In the meantime, if there's anything else I
can assist you with or any further questions you have, please feel free to let me know.
[Pause for searching inventory]
Me: Thank you for your patience while I looked that up for you. I have found a few different options
for dairy-free cookies suitable for kids. Would you like me to read the descriptions or provide
recommendations based on the reviews?
Customer: Yes, that would be great, thank you.
Me: Of course. Here are a few options I have found. Do any of these sound like what you were looking
for?
Customer: Yes, that sounds perfect. Thank you for your help.
Me: You're very welcome. Again, I apologise for the inconvenience you experienced, and I want to
assure you that we're taking steps to prevent this from happening in the future. If you have any
further questions or concerns, please don't hesitate to contact us. We value your feedback and your
business. Thank you for bringing this matter to our attention.
Customer: Thank you, I appreciate your help.
Me: Have a wonderful day, and please let us know if there's anything else we can assist you with.
Goodbye.

Face to face conversation

Me: Good afternoon, how can I assist you today?
Customer: Good afternoon. I'm afraid I'm not having the best day. I purchased a toaster from this
store last week, and it's already malfunctioning. It's quite disappointing.
Me: I'm terribly sorry to hear that you're experiencing issues with your toaster. Could you please
provide me with the details of your purchase?
Customer: Sure, I have the receipt right here. [Hands over the receipt]
Me: Thank you. Let me take a look. [Examines the receipt] I see you purchased this toaster just last
week. It's unfortunate that it's already giving you trouble. Do you mind explaining the issue you're
facing with it?
Customer: Well, whenever I try to toast bread, it doesn't heat evenly, and sometimes it doesn't even
pop up properly. I've tried adjusting the settings, but nothing seems to work.
Me: I understand how frustrating that must be. Our apologies for any inconvenience caused. Since
it's within the return period, I can certainly arrange for a replacement or a refund for you. Would
you prefer a replacement toaster or a refund?
Customer: I think a replacement toaster would be the best option. I really need one for my breakfast
routine.
Me: Absolutely, I'll arrange for a replacement toaster to be provided to you right away. Could you
please return the faulty one to me? And would you like assistance in selecting a different model, or
would you like the same one again?
Customer: I'll just take the same model again, please. It seemed to work fine initially, so I hope this
was just a one-off.
Me: Of course, I'll get that sorted for you. Thank you for your understanding, and I apologise again
for the inconvenience caused. Here's your replacement toaster. Is there anything else I can assist you
with?
Customer: Actually, before I go, could you recommend any tips for toaster maintenance to prevent
this from happening again?
Me: Certainly! It's essential to regularly clean the toaster's crumb tray to prevent any build-up that
could affect its performance. Also, avoid overloading it with bread slices beyond its capacity. If you
encounter any issues in the future, don't hesitate to reach out to us. We're here to help.
Customer: Thank you for the advice. I'll make sure to keep that in mind. I appreciate your help today.
Me: You're very welcome. If you have any further questions or concerns, don't hesitate to contact us.
Have a great day!

Twitter complaint

Hi, we are sorry you felt unsatisfied with the stock and management of the store. Our staff work hard
to make sure our customers leave happy and unfortunately you came across the store at a time
where inventory checks were being made which is why shelves were empty. We would be happy to
have you back and help you find whatever you need. We apologise for any inconvenience this may
have caused.
This is because customer service fosters improvement for the overall audience and the relationship
between customers and staff can thus be enhanced. Therefore this can then spur motivation for
employees to produce better work and increase productivity overall. Higher productivity means
higher output for the business which can then result in more profit for the business overall.

**Scenario: Customer Seeking Help with a Defective Phone at a Mobile Store (e.g., Vodafone)**

**Situation**: A customer enters a Vodafone store with a malfunctioning phone they recently
purchased, feeling frustrated about the issue and unsure about next steps.

**Customer**: *"Hi, I bought this phone a week ago, and it keeps freezing. I need it for work, and this
is really causing problems. What can you do about it?"*
**Demonstration of Communication and Interpersonal Skills:**

1. **Empathy and Active Listening**:

- *"I’m really sorry to hear about the trouble you're having, especially since it's affecting your work.
I understand how frustrating that must be."*
- Acknowledging their feelings shows you’re tuned into their situation and value their experience.

2. **Clarifying the Issue**:

- *"Let’s take a closer look at the phone. Could you tell me exactly when it started freezing, and
what kind of tasks you were doing when it happens?"*
- Asking for specific details helps ensure you're addressing the right problem and shows you're
engaged.

3. **Providing a Solution**:
- *"Since the phone is still under warranty, I can offer you two options: either a free replacement or
a repair. If you need the phone urgently, I can arrange a temporary phone for you while we sort out
the issue."*
- Offering options gives the customer control and helps tailor the solution to their needs.

4. **Ensuring Satisfaction**:
- *"I’ll process this right away to minimize any further inconvenience. Here’s a temporary phone
for now, and I’ll call you as soon as the replacement or repair is ready. Does that sound good to
you?"*
- Following through and checking that the customer is satisfied with the solution shows
commitment to resolving the issue.

**Outcome**: The customer leaves feeling relieved, with a temporary phone and a clear solution in
place. They appreciate the quick service and personal attention, leading to a positive experience with
Vodafone despite the initial problem.

P5 - Review own customer service skills, identifying gaps where improvements could be
made

Communicatio Which Current When I have How I could

n, and scenario was Skill Level demonstrate improve this
Interpersonal this 1 = Poor d this skill skill in the
Skills and demonstrate 2 = Room for either in future
Behaviours d in (1, 2 or Improvemen school or out
3?) t of school or
3 = Good during the
4= scenario
Outstanding
Confidence 2 3 Presenting a Practice self-
group project affirmation
in school with and step
clarity and outside your
authority.
 comfort zone
regularly.
Pitch and tone 2 2 Adjusting Record
of voice your voice to yourself
be calm and speaking and
reassuring adjust based
when on feedback or
resolving a mimic good
customer’s speakers.
issue over the
phone.
Open and closed 1,2 3 Asking open- Learn when to
questions ended use each type
questions by practicing
during a class in
discussion to conversations
encourage for better
deeper engagement.
conversation.
Sign and body 2 3 Maintaining Become aware
language eye contact of non-verbal
and using cues by
open gestures observing
during a face- others and
to-face improving
meeting with your posture
a customer. and gestures.
Receiving and 1,2,3 3 Accurately Summarize
passing on relaying key points and
messages important confirm
details from a understanding
teacher to before relaying
classmates. information.
Listening Skills 1,2,3 3 Actively Practice active
listening to a listening by
friend’s staying
concern and focused, asking
offering clarifying
thoughtful questions, and
advice. avoiding
interruptions.
Resolving 1,2,3 3 Handling a Develop
problems customer’s problem-
complaint by solving
 finding a frameworks,
quick and stay calm, and
effective think critically
solution. before acting.
Developing 1,2,3 3 Building Be genuinely
relationships rapport with a interested in
teacher or others,
colleague by maintain open
engaging communicatio
regularly and n, and offer
showing support.
interest.
Attention to 1,2,3 3 Carefully Slow down and
detail checking your double-check
work before your work for
submitting an accuracy and
assignment completeness.
Record keeping 1,2 3 Organizing Stay organized
and updating by using
project files or
checklists and
logs for a maintaining
school project.
clear,
consistent
documentation
.
Meeting 1,2,3 3 Completing a Plan your time
deadlines class effectively by
assignment or setting clear
work task on goals and
time. prioritizing
tasks.
Following 2,3 3 Assembling a Read
written product or instructions
instructions completing an thoroughly
assignment by and highlight
following important
written steps before
guidelines. starting.
Following 1,2 3 Successfully Listen
verbal completing a carefully, take
instructions task based on notes, and ask
verbal questions to
directions clarify any
uncertainties.
 given during a
group proj
Attitude 1,2,3 4 Approaching Cultivate a
every task positive
with a mindset and
positive, can- stay open to
do mindset. learning and
growth.
Behaviour 1,2,3 4 Showing Be consistent
consistent in your
politeness and actions,
respect to aligning them
everyone in a with your
professional values and
setting. goals.
Hygiene 2 4 Keeping a Maintain a
neat and regular
professional hygiene
appearance routine and be
while at work mindful of
or in school. your
appearanc
Personality 1,2,3 4 Letting your Embrace self-
friendliness awareness,
and and
authenticity continually
shine when work on traits
engaging with that reflect
classmates or your true self.
customers.
Conversation 1,2 4 Leading a Engage others
meaningful by asking
conversation thoughtful
with a peer or questions,
customer, listening
asking attentively,
relevant and sharing
questions and relevant
actively insights.
listening
Consistent and 1,2 4 Providing Build trust by
reliable consistent following
response updates to a through on
teacher or promises and
 supervisor on being
the progress dependable in
of a project. every
situation.
Being positive 1,2,3 3 Encouraging Maintain an
your peers or optimistic
colleagues outlook and
when things focus on
don’t go as solutions
planned. rather than
problems.
Offering 1,2,3 4 Helping a Be proactive in
assistance classmate or helping others,
colleague with offering
their work or support
a difficult task without being
without being asked.
asked.
Showing respect 1,2,3 3 Acknowledgin Treat others
g and valuing with kindness,
the opinions empathy, and
and understanding,
contributions valuing their
of others perspectives
during group and
discussions or boundaries.
meetings.
Following on from your Skills Audit, you need to summarise your skills by completing a SWOT
Analysis of yourself when it comes to providing Customer Service
Strengths: Strong communication Weaknesses: - Potential reliance on
skills, both on the phone and face-to- scripted responses, which might
face, ensuring customers feel heard and reduce flexibility in more complex or
understood. unusual situations.
- Empathy and active listening, making - Limited scope for handling highly
customers feel valued and respected. escalated complaints that might need
- Problem-solving ability, offering advanced conflict resolution skills.
solutions promptly, such as
replacements or product assistance.
- Positive attitude and professional
tone, handling complaints with grace
and care.
- Attentive follow-through on customer
concerns and feedback.
Opportunities: - Further developing Threats: - Overly demanding
assertiveness in managing difficult customers or unresolvable complaints
 conversations or demanding may affect personal morale or
customers. confidence.
- Expanding product knowledge to - Potential for burnout if dealing with
handle a wider range of queries and multiple dissatisfied customers in a
ensure faster resolutions. short period without sufficient breaks
- Enhancing skills in de-escalating high- or support.
stress situations for better conflict
management.

P6 - Present a clear, effective development plan has improved the performance of customer
service skills

### Customer Service Skills Development Plan

**Objective**: Enhance customer service skills to improve customer satisfaction, resolve issues
efficiently, and manage complex situations with confidence.

---

### 1. **Communication & Listening Skills**

- **Goal**: Improve active listening and more personalized customer interactions.
- **Actions**:
- Attend communication workshops and practice paraphrasing customer concerns.
- Role-play different customer scenarios to refine responses.
- **Timeline**: 1 month
- **Measurement**: Faster issue resolution and positive customer feedback.

### 2. **Conflict Resolution & Problem-Solving**

- **Goal**: Handle complaints quickly and effectively.
- **Actions**:
- Enroll in conflict resolution training and review past cases for improvement.
- Apply the *STAR method* to structure responses.
- **Timeline**: 2 months
- **Measurement**: Fewer escalated complaints and increased satisfaction.

### 3. **Product Knowledge & Proactivity**

- **Goal**: Enhance product knowledge and anticipate customer needs.
- **Actions**:
- Learn about store products, especially in specialized categories.
- Stay updated on stock issues and product details.
- **Timeline**: Ongoing
- **Measurement**: Faster responses to product inquiries and positive feedback on product
expertise.

### 4. **Empathy & Personalization**

- **Goal**: Build stronger customer relationships with a personalized approach.
- **Actions**:
- Tailor responses, avoid scripts, and use the customer’s name.
- Follow up with customers after major complaints.
- **Timeline**: 1 month
- **Measurement**: Increased returning customers and personalized engagement feedback.
### 5. **Time Management & Stress Reduction**
- **Goal**: Improve efficiency and prevent burnout.
- **Actions**:
- Use time-blocking for daily tasks and integrate mindfulness techniques.
- Take regular breaks to reduce stress during high-pressure periods.
- **Timeline**: 3 months
- **Measurement**: Better personal productivity and fewer escalations.

### 6. **Conflict De-Escalation**

- **Goal**: Master de-escalation techniques for high-stress situations.
- **Actions**:
- Implement reflective listening and non-defensive communication.
- Review challenging cases with supervisors to identify improvements.
- **Timeline**: 3 months
- **Measurement**: Fewer escalations and improved conflict management.

---

### Progress Review

- **Monthly Check-ins**: Track progress with a supervisor, adjusting the plan as needed.
- **KPIs**: Focus on customer satisfaction, issue resolution time, and positive feedback.

This plan will boost your customer service skills, leading to higher satisfaction and better handling of
complex interactions.