Unit 14

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From: Maya Shabir<[email protected]>
Date: Wed, 18 Sep 2024 at 10:09 AM
Subject:
To: <[email protected]>

Unit 14 Assignment 2

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

Communication, and Interpersonal Skills and Behaviours Which scenario was this
demonstrated in (1, 2 or 3?) Current Skill Level
1 = Poor
2 = Room for Improvement
3 = Good
4 = Outstanding When I have demonstrated this skill either in school or out of
school or during the scenario How I could improve this skill in the future
Confidence 2 3 Practice self-affirmation and step outside your
comfort zone regularly.
Pitch and tone of voice 2 2 Record yourself speaking and adjust based
on feedback or mimic good speakers.
Open and closed questions 1,2 3 Learn when to use each type by
practicing in conversations for better engagement.
Sign and body language 2 3 Become aware of non-verbal cues by
observing others and improving your posture and gestures.
Receiving and passing on messages 1,2,3 3 Summarize key points and
confirm understanding before relaying information.
Listening Skills 1,2,3 3 Practice active listening by staying focused,
asking clarifying questions, and avoiding interruptions.
Resolving problems 1,2,3 3 Develop problem-solving frameworks, stay
calm, and think critically before acting.
Developing relationships 1,2,3 3 Be genuinely interested in others,
maintain open communication, and offer support.
Attention to detail 1,2,3 3 Slow down and double-check your work for
accuracy and completeness.
Record keeping 1,2 3 Stay organized by using checklists and
maintaining clear, consistent documentation.
Meeting deadlines 1,2,3 3 Plan your time effectively by setting clear
goals and prioritizing tasks.
Following written instructions 2,3 3 Read instructions thoroughly
and highlight important steps before starting.
Following verbal instructions 1,2 3 Listen carefully, take notes, and
ask questions to clarify any uncertainties.
Attitude 1,2,3 4 Cultivate a positive mindset and stay open to
learning and growth.
Behaviour 1,2,3 4 Be consistent in your actions, aligning them with
your values and goals.
Hygiene 2 4 Maintain a regular hygiene routine and be mindful of
your appearanc
Personality 1,2,3 4 Embrace self-awareness, and continually work on
traits that reflect your true self.
Conversation 1,2 4 Engage others by asking thoughtful questions,
listening attentively, and sharing relevant insights.
Consistent and reliable response 1,2 4 Build trust by following
through on promises and being dependable in every situation.
Being positive 1,2,3 3 Maintain an optimistic outlook and focus on
solutions rather than problems.
Offering assistance 1,2,3 4 Be proactive in helping others, offering
support without being asked.
Showing respect 1,2,3 3 Treat others with kindness, empathy, and
understanding, valuing their perspectives and boundaries.
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 skills, both on the phone and face-to-face,
ensuring customers feel heard and understood.
- Empathy and active listening, making customers feel valued and respected.
- Problem-solving ability, offering 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. Weaknesses: -
Potential reliance on scripted responses, which might reduce flexibility in more
complex or unusual situations.
- Limited scope for handling highly escalated complaints that might need advanced
conflict resolution skills.
Opportunities: - Further developing assertiveness in managing difficult
conversations or demanding customers.
- Expanding product knowledge to handle a wider range of queries and ensure faster
resolutions.
- Enhancing skills in de-escalating high-stress situations for better conflict
management. Threats: - Overly demanding customers or unresolvable complaints may
affect personal morale or confidence.
- Potential for burnout if dealing with multiple dissatisfied customers in a short
period without sufficient breaks or support.

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.