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Section D Customer Service Role Plays You will be given 4 customer service situations. You will need to show the examiner that you can use excellent Customer Service Skills to deal with the different types of customers. For each example you will complete; • Role Play (at least 2 sides of A4) • Some form of paperwork Example 1 Mr Brown has just returned from a 2 week holiday to Majorca. He was extremely unhappy about the accommodation he stayed in. When he arrived at the hotel his room had not been cleaned properly and the bedding had not been changed. Even though he complained about the situation to the hotel staff, the room was not cleaned for 5 hours. In addition to this, there was constant noise from outside their hotel window as a new hotel was being built next door. The Brochure stated that the hotel was in a quiet resort. Mr Brown decides to visit the Travel Agent (6th November 2008, 9.30am) to complain. •

The Role play needs to take place between Mr Brown and the Travel Agent

It is important to try and include as many of the ‘8 basis steps’ as you can. You need to indicate in your role play where the 8 basic steps have occurred (if appropriate). You can do this by write the number of the ‘basic step’ in the margin. You will receive a higher grade if you can include all of the 8 steps. The 8 basic steps 1. Listen to the customer 2. Apologise in general terms for any inconvenience caused 3. Let the customer know that the matter will be fully investigated and if possible put right 4. Try to see the problem from the customer’s point of view. 5. Keep calm and do not argue with the customer. 6. Find a solution to the problem. 7. Agree the solution with the customer. 8. Make sure that what you promise to do gets done. •

The following memo/complaint form needs to be completed by you (the travel agent)

Name of customer Date Time Name of Hotel Destinatio n What was the complaint?

Was the complaint dealt with at the hotel? What is the outcome of the complaint?

Name of staff dealing with issue Signature of staff

Yes

No

Example 2 You are working in the Thorpe Park Call Centre. A teacher (Mrs Jones) phones you up and wants to book a group booking to the Park on 18th October 2008. There are 35 students and 4 adults. The students are aged 12 and 13. You will have to give Mrs Jones the prices of going to the Park. They estimate to arrive at 10am. The Booking Reference number is 20546759 • •

The Role play needs to take place between Mrs Jones and yourself (Thorpe Park Call Centre member of staff) The attached Booking form also needs to be completed by yourself

Name of member of staff Name of customer Date of booking Estimated time of arrival Number of students

Age of students

Number of adults

Total cost of adults

TOTAL COST Booking reference number Name of staff dealing with booking Signature of staff

Example 3

Total cost of studen ts

You work as the receptionist in the Stour Centre Leisure Centre. A customer (Mr Smith) comes into the Leisure Centre, wanting to become a member. He is a wheelchair user. • •

The Role Play needs to take place between Mr Smith and yourself The attached ‘Application Form’ needs to be completed

Example 4 You are a travel consultant and Mrs Douglas comes in wanting to go to Greece with her family (husband and 2 children – aged 4 and 6). She wants to go away for 2 weeks in August 2009. She says that she enjoys sunbathing and relaxing and would like to stay in a nice hotel (at least 3*). She has a budget of £900 per adult. •

• •

You need to write a role play between Mrs Douglas and the Travel Consultant. You will also need to find a suitable holiday – include evidence of this. This could be either from the internet, or from a travel brochure. You will need to work out the overall cost – Mrs Douglas will also have to pay a deposit (10% is usual). You will need to complete; a holiday booking form (see below) a receipt for the deposit paid

Application Form To apply for a Standard Annual Membership please complete ALL sections in BLOCK CAPITALS Mr/Mrs/Miss/Othe r

Surname:

Forename:

Home Address

Phone (home) Phone (mobile) Email address Date of Birth The Disability Discrimination Act 1995 states that, "a person has a disability for the purpose of this Act if they have a physical or mental impairment which has a substantial and long term adverse effect on their ability to carry out normal day to day activities." Do you meet the above definition? Yes / No

Please tick membership required; Family Adults (16+) Under 16 Senior (60+) Disabled Student Customer

Date

Signature

Holiday booking form Titl e

Surname

First name

Age

Address

Postcode Telephone number(s) Destination Departure date:

Return date:

Accommodation name:

Departure Airport Heathrow

Gatwick

Manchester

Please specify if there are any inflight meal requests:

Car Hire required? Yes Payments Mastercard  Switch 

No

Visa 

Visa Debit 

Card numb er

Valid from / Expiry date Amount paid @ £50 per person

/

Issue number

Security code

Balance payments will b taken 8 weeks prior to departure On behalf of the above passengers, I confirm that I have read, understood and agreed to the terms of business set out booking conditions and information Signature ______________________ Name _____________________ Date ___________ First Choice Holidays Receipt Name_____________________________________ Date ________________ Reason

_____________________________________________________ _____________________________________________ Amount paid _________________ Signature ________________________________