Assessment 1

Role-play 2 script – Customer needed

Script - CSR and Customer 1

Sunisara : Good morning. Welcome to MobileWold. My name is Sunisara.

How may I help you?
Customer : Good morning. I'm looking to buy some mobile phone please.
Sunisara : Yep, Can you please tell me about any required you looking for?
And for you or for another one?
Customer : Just for me, I want one, which can do a lot of texting.
Sunisara : Yep, I'm sure any phone can do a lot of texting, and anything
els?
Customer : I often chat while surfing the web at home, I'm a keen internet
surfer, so internet access is essential so it must have a
speakerphone.
Sunisara : I would recommend you 2 models latest update; an Indigo
Rover, an IBP. Both, they can chat while surfing the web at
home, and have a speakerphone; do you have any specially
specification?
Customer : I'm can touch type, so a full keypad is preferred.
Sunisara : Yep, they both have a full keypad and you can touch type.
Customer : I need a mobile phone have a camera both front and back.
Sunisara : Ok mam, if you prefer a mobile phone have a camera both front
and back, I would advise you consider the Indigo Rover, one
with a camera at least 5MP.
Customer : I'm looking for a good-looking phone with lots of colour options.
Sunisara : Yes, It's looking for a good-looking phone with lots of colour
options.
Customer : I require Bluetooth.
Sunisara : Yep, included Bluetooth already mam.
Customer : I'm abit clumsy and need a protective case.
Sunisara : Don't worry mam; I have the accessories for you.
Customer : I'm interested in extended warranties.
Sunisara : Yep, We have to explain you the differences between the
Manufacturer's warranty and our Extended warranty that; the
Manufacturer's warranty is one year, parts and labour and is
included in the purchase price. And in the part of our extended
warranty is two years, parts and labour plus new-for-old theft and
accidental damage cover. Extended warranty adds 10% to the
purchase price. However I would make sure you would get it at
all.
Customer : Umm, I'm thinking. I'm looking to save money.
Sunisara : Yep, You don't worry, mam. This model is not too expensive just
399$. I'm sure you value of money because it is suitable for you
to use and specify as your needed. Including our extended
warranty is 40$ all price is just 439$
Customer : Ok I want to get it. But I need a phone a within a week.

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Sunisara : Yep, I will check with my team leader for information regarding
stock availability and delivery option to process for you within a
week. So, it’s the an Indigo Rover in the price of 439$ included
the extension adds 10%. The mobile case we give you a
discount for premium gift with the new phone, that price of 31$
so the total will be 470$. How would you like to pay for that?
Customer : I would like to pay by cash.
Sunisara : Yep that is great mam. In the waiting process time. Could you
please do complete our customer satisfaction survey? The
survey will help us maintain and continuously improve our
products and services.
Customer : OK. Thank you so much.
Customer : Yep, of course!! I'm happy to complete a customer satisfaction
survey.
Sunisara : Thank you so much mam, I'm so hope you happy when you get
and use this phone.

Role-play 2 script – Customer complaint

Script - Customer service representation and Customer 1

Sunisara : Good morning. Welcome to MobileWold. My name is Sunisara.

How may I help you?
Customer : Good morning. I have some problem and need you help please.
I bought this an Idigo Rover mobile from you last week with an
extended warranty. I were surprised at how cheap it was.
Sunisara : I'm so sorry to hear that. If I could you ask you to claim down and
take a seat I will help you sort out the issue sir. Could you tell me
about you problem?
Customer : Ok. I was not aware that it didn't have at least a 5MP camera.
This is essential to me. The sales person didn't even ask. I can't
remember her name.
Sunisara : All right mam, I am so sorry that you did not get the phone as
your needed. Exactly every staff you do follow as our policies
and procedures which should inform customer anything about
our products to protect a problem about customer dissatisfaction
like this but it was our bad that the staff did not to you, mam. I
must apologise for our staff. Please you forgive us and give an
opportunity to do for you again, I’m sure we will not do you feel
bad again.
Customer : That's all right. Don’t worry. I need my money back. Please give
me a full refund immediately.
Sunisara : I feel bad to hear that mam. However I want to get a full refund
for this but as our policy for extended warranty we could
processing to give a refund in the case of faulty in the item or the
phone is not working properly. In this case the phone is still
working fine but is not your required specific. Would you mind if I
ask you please consider a new phone which is different model,
have a 5 MP camera and we have it in our stock, but you have to
pay the exceed cost which we will charge you only phone price
is 200$ because its' price is 599$? As in this case, would you get

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 a new phone at all?
Customer : Ok. I will consider the new one.
Sunisara : Its' all price is 599$. How would you pay for it?
Customer I will pay by cash.
Sunisara Yep. Thank you so much.
Customer Don't worry.
Sunisara We need to say apologise again mam. In this time, would you
my if could you please do complete our customer satisfaction
survey? The survey will help us maintain and continuously
improve our products and services.
Customer Yes sure.
Sunisara Thank you so much mam.

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APPENDIX 4 : Complaints Register form

Complaints Register

Complaint number 001 Date received 10/12/17

Medium
Time received Received by (phone/letter/fax/email/in Time received
person)

11:00 am Sunisara In person 11:00 am

Customer Information
Customer
Complainant’s City, state,
Address Phone number (If
name postcode
applicable)

Cabramatta NSW
Ying 1 Park Road 04012345678 001
2166

Email address Ying@gmail.com

Complaint Detail
Date problem
9/12/17
occurred
Business area? Produce or service? Person/dept.?

Complaint
Sales person/ Sale
concerns which: Business repetition Sale service
department

Name of complaint
Customer dissatisfaction with the product, the camera of the phone was not good
enough for the customer due to the lack of explanation from the sales person.

What customer wants done

Customer want a full refund immediately

Outcome (e.g. agreement reached, partial agreement, no agreement, referred,

declined, withdrawn)
Agreement reached

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Date of final position letter to client Approved by/signature
10/12/17 Sunisara

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APPENDIX 5 : Self-Assessment

Did I ✓
Did I deliver customer service promptly? ✗
Did I establish rapport? ✓
Did I use active listening to identify all customer needs? ✓
Did I communicate effectively to discuss possible product choice? ✓
Did I determine the urgency of the customer’s needs? ✓
Did I follow customer service policies and procedures? ✓
Did I seek assistance from my team leader (if applicable)? ✓
Did I handle complaints sensitively (if applicable)? ✓
Did I provide appropriate or legally required assistance to customers with ✓
special needs (if applicable)?
Did the CSR take initiative to enhance service by;
- Suggesting product options or accessories ✓
- Offering products better suited to customers than they were preciously ✗
offered?
Comment:
I do deliver customer service is not promptly because customer need
within a week.
I didn't do offering products better suited to customers than they were
preciously offered because customer identified her required clearly.

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Self-Reflection;

In the part of Identify customer needs;

I could use appropriate interpersonal skills to accurately identify and clarify
customer needs and expectations, and assess customer needs for urgency to
determine priorities for service delivery according to organizational
requirements.
I could use effective communication to inform customers about available
choices for meeting their needs and assist in the selection of preferred options
as well.
I could identify limitations in addressing customer needs and seek appropriate
assistance from designated individuals

In the part of Deliver a service to customers;

I could provide prompt service to customers to meet identified needs in
accordance with organizational and requirements and assistance or respond to
customers with specific needs according to organizational requirements.
I could sensitively and courteously handle customer complaints in accordance
with organizational requirements.
I could establish and maintain appropriate rapport with customers to ensure
completion of quality service delivery.
I could identify and use available opportunities to promote and enhance
services and products to customers.

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ASSESSMENT 2

APPENDIX 1 - CUSTOMER SERVICE MONITORING SCHEDULE FOR

Quarter1

ACTIVITY DATE Month Year PARTICIPANTS

Customer Weekly July - Sep 2017 Customer service and
satisfaction sales team leader
survey

CSRs Weekly July - Sep 2017 Customer service and

Observational sales team leader, CSR
checklist

Individual End of July - Sep 2017 Customer service and

meeting with the month sales team leader, CSR
team members

Customer Weekly July - Sep 2017 Customer service and

service and sales team leader,
sales team Customer service
meeting representative 1,
Customer service
representative 2
Quarterly report First of Oct 2017 Manager, Customer
month service and sales team
leader

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APPENDIX 2 : OBSERVATION CHECKLIST 1

Did the customer service representative (CSR)…? ✓

Delivery customer service promptly ✓

Establish rapport ✓

Use active listening to identify all customer needs ✓

Communicate effectively to discuss possible product choices ✓

Determine the urgency of the customers needs ✓

Follow customer service policies and procedures ✓

Seek assistance from my team leader (if applicable) ✓

Handle complaints sensitively (if applicable) ✓

Provide appropriate or legally required assistance to customers with ✓

special needs (if applicable)
Did the CSR take initiative to enhance service by;

- Suggesting product options or accessories ✓

- Offering products better suited to customers than they were previously ✓

offered?
Comment:

The staff did very well in term of assisting the customer. However I did think
that the staff took too much of the time assisting one customer. In the very busy
hours the staff could be faster paced. This will result in more coverage to the
customer.

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APPENDIX 2 : OBSERVATION CHECKLIST 2

Did the customer service representative (CSR)…? ✓

Delivery customer service promptly ✓
Establish rapport ✓
Use active listening to identify all customer needs ✓
Communicate effectively to discuss possible product choices ✓
Determine the urgency of the customers needs ✓
Follow customer service policies and procedures ✓
Seek assistance from my team leader (if applicable) ✓
Handle complaints sensitively (if applicable) ✓
Provide appropriate or legally required assistance to customers with ✓
special needs (if applicable)
Did the CSR take initiative to enhance service by;
- Suggesting product options or accessories ✓
- Offering products better suited to customers than they were previously ✓
offered?
Comment:
Staff was very friendly and rapport to the customer which is a strength.
However the staff could have developed more on the suggestion to more
products. Suggestion to accessory should consider to the stock and price of the
product to push up the sale to the store.

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APPENDIX 3 CUSTOMER SATISFACTION AND TEAM PERFORMANCE
DATA from 200 customers
200 Item Satisfaction Unsatisfaction
1 Where your needs as a customer met? 67% 33%
2 Was a mobile phone comparison 80% 20%
providing?
3 Did the comparison allow you to make 80% 20%
and informed decision?
4 Were the mobile phone features and 60% 40%
benefits explained to you?
5 Did the mobile phone meet your 90% 10%
budget constrains?
6 were at least three additional products 84% 17%
or services identified?
7 Did the sale person provide a mobile 62% 38%
phone that met your requirements?
8 Was the store accessible to you? 99% 1%
9 Did you have enough information to 70% 30%
make and informed decision about
aftermarket products?
10 Did the sales person communicate 55% 45%
with you effectively?
11 Would you use this sales person 71% 29%
again?

What was good/bad about your experiences?

- The service was relatively friendly and the sales person compared mobiles
- Service was very slow and my wait for delivery of my phone was too long
- I don’t think the CSR spent enough time listening to me to explain product
benefit
- Not enough time was spent explaining features and benefits
- You are interested in extend warranties.

Were I could he customer service representative improve?

- Better product knowledge
- Better knowledge of policies
- More time spent listening to me.

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 Report

Excusive summary;

Satisfaction of customers who have been measured through the first quarter (July
- September 2014).
Mobileworld receive a variety of feedback from customers about the customer
satisfaction and customer service that is representative of the performance.
A written report to identify numbers and data collected from clients with a weekly
target of at least 160 customers to be satisfied with the service.
This report includes customer satisfaction and performance as a team, and the
conclusion coincides with suggestions on how to improve customer service and
increase customer satisfaction.

Data
Based on the customer feedback from the first quarter of the financial year
2014 from 200 customers, the following information can be displayed as a
chart.
Data was collected via a survey of customers on a weekly basis to complete.
Series charts to explain the form of customer satisfaction in service.

Customer feedback from from the first

financial quarter Target of 160 satisfactions
Satisfaction Unsatisfaction

Would you use this sales person again? 71% 29%

Did the sales person communicate with you
55% 45%
effectively?
Did you have enough information to make and
70% 30%
infomed decision about afermarket products?

was the store accessible to you? 99% 1%

Did the sale person provide a mobile phone that
62% 38%
met your requrements?
were at least three additional products or services
84% 17%
identified?
Did the mobile phone meet your budget
90% 10%
constrains?
Were the mobile phone features and benefits
60% 40%
explained to you?
Did the comparison allow you to make and
80% 20%
informed decision?

Was a mobile phone comparison provide? 80% 20%

Where your needs as a customer met? 67% 33%

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Conclusion from data;
Information was concluded that the Mobileworld should be taken to provide
customers a better service to customers. As being number of customers who do
not say that the service is too slow and stacks with less knowledge to support
customers.
The customer satisfaction rates will increase to 80% of the targets set for each
question in the survey.

Recommendations;

There are two versions of the possible introduction of the best ways to improve
the level of satisfaction in the information provided is as follows.
1. CSR Leader
- The team must be highly motivated, as well as flexibility.
- Management must understand that in order to ensure customer facing all
members of the team are involved in maintaining customer satisfaction and
loyalty to the organization.
- Corporate social responsibility has to be more to work as a team to provide
faster service to customers.
2. Creating with customer-centric organization.
- There is a clear need for the process to provide customers with business
strategy and goals, as well as the need to focus on the organization.
- Customer Service by anyone within the organization, so the team can do
even better service to customers.

Attachments; ACTIVITY SCHEDULE;

ACTIVITY DATE Month Year PARTICIPANTS

Customer Weekly July - 2017 Customer service and
satisfaction survey Sep sales team leader
CSRs Observational Weekly July - 2017 Customer service and
checklist Sep sales team leader, CSR
Individual meeting End of month July - 2017 Customer service and
with the team Sep sales team leader, CSR
members
Customer service Weekly July - 2017 Customer service and
and sales team Sep sales team leader,
meeting Customer service
representative 1,
Customer service
representative 2
Quarterly report First of month Oct 2017 Manager, Customer
service and sales team
leader

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Self-Reflection;

I could do regularly review customer satisfaction with service delivery using verifiable
evidence according to organisational requirements
I could do identify opportunities to enhance the quality of service and products, and
pursue within organisational requirements
I could do monitor procedural aspects of service delivery for effectiveness and
suitability to customer requirements
I could do regularly seek customer feedback and use to improve the provision of
products and services
I could do ensure reports are clear, detailed and contain recommendations focused
on critical aspects of service delivery

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Customer feedback

1. In thinking about your most recent experience with MobileWorld South

Store, was the quality of customer service your received:
Very Poor
Somewhat Unsatisfactory
About Average
 Very Satisfactory
Superior

2. If you indicate that the customer service was unsatisfactory, would you
please describe what happened?
The process for getting your concerns resolved was:
Very Poor
Somewhat Unsatisfactory
About Average
 Very Satisfactory
Superior

3. Would you please take a few minutes to describe what happened?

N/A

4. Now please think about the features and benefits of the advice itself. How
satisfied are you with the advice given to you:
Very Poor
Somewhat Unsatisfactory
About Average
 Very Satisfactory
Superior

5. Would you please take a few minutes to describe why you are not satisfied
with the product?

N/A

Customer service representative

The following questions pertain to the customer service representative you
spoke with most recently. Please indicate whether you agree or disagree with
the following statements

6. The customer service representative was very courteous

Strongly agree

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 Agree
Neutral
Disagree
Strongly Disagree

7. The customer service representative handled my issue quickly

Strongly agree
 Agree
Neutral
Disagree
Strongly Disagree

8. The customer service representative was very knowledgeable

Strongly agree
 Agree
Neutral
Disagree
Strongly Disagree

9. Are there any other comments about eh customer service representative

you would like to ass?

N/A

The process
The following questions pertain to the process by which your most recent
service contract was handled. Please indicate whether you agree or disagree
with the following statements.

10. The waiting time for having my questions addressed was satisfactory
Strongly agree
 Agree
Neutral
Disagree
Strongly Disagree

11. My phone call was quickly transferred to the person who best could
answer my question
Strongly agree
 Agree
Neutral
Disagree
Strongly Disagree

12. The automated phone system made the customer service experience
more satisfying
Strongly agree

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 Agree
Neutral
Disagree
Strongly Disagree

13. Considering the overall experience, how satisfied are you with the service
that was provided by MobileWorld?
 Very satisfied
Somewhat Satisfied
Neutral
Somewhat Dissatisfied
Very Dissatisfied

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