Assessment 2 (1) (1)




Assessment 2 (1) (1)

BSBCUS501 Manage Quality Customer Service

Assessment 2: Role Play

Role description -1

Jane: Customer Service Team Member

Tim: Customer

Jane: Hello Mr. Tim, may I help you?

Tim: Yes, I ordered spare parts for my generator, but you sent the wrong parts.

Jane: I am very sorry. Can you tell me exactly what parts you ordered and what you got?

Tim: Yes, I ordered two of part number B235C, but I got two B235Ds instead! They won’t fit my generator.

Jane: I’m very sorry, let me check and see if we have the correct parts here right now and if we do, I can have someone deliver them this afternoon. Would that be okay?

Tim: Yes, please – the sooner I have the parts the better.

Later . . . .

Jane: Hello Mr. Chen, did you get the correct parts I sent over ? Are they exactly what you needed?

Tim: Yes, they just arrived. Thank you.

Jane: My pleasure Mr. Tim, again, sorry for the inconvenience.

Role description -2

Jane: Customer Service Manager

Mary: Customer Service Team Member

Jane: Hi Mary. Thanks for coming today Mary.

Mary: Good morning.

Jane: I have a current report regarding to delay delivery from regular customer saying that products have been delayed with wrong size order.

Mary: Oh yeah I couldn’t track the order and I have checked with other department with correct size placement.

Jane: Well Marry. I do understand that it’s not easy to deal with angry customer.

Mary: He yelled at me rudely.

Jane: Well I think I might have to remind you main key of customer service it is to ensure the management of complaints is carried out consistently, fairly and transparently and accordance with organizational requirements.

Mary: But I have tried to explain to him many times but he didn’t want to listen.


Assessment 2 (1) (1)
Last updated: Feb 2024

Page 1

But I have tried to explain to him many times but he didn’t want to listen.

Jane: Mary, when someone is angry, no one wants to hear anything. But you have to make your word short and sharp.

Mary: I do not really know how to manage the complaints and customer’s anger.

Jane: Let me show you some easy tips.

1. Greet the customer courteously and give them your name. Like Hi my name is Mary how may I help you?

2. Listen fully to what the customer is saying. Try to gather all the facts about the complaints and jot them down. Ask question and summarize what they are saying. You could say something like thanks for informing us the information and try to be emphatic.

3. Never argue with the customer. Keep it calm no matter how angry he is.

4. Apologies for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing. Keep saying sorry to customer to show that we do understand his feelings.

5. When you have all the details about the complaint, ask the customer how they would like it to be resolved. Listen to their ways and propose the best way to solve.

6. No product replacements are within all the staff members’ authority. Mention this policy to customer that you have no authority.

7. All staff member can use their professional judgment and refund an additional 10% of the value of the faulty product up to a maximum value of $25. Use your own judgment according to situation.

8. Complaints involving damage to other property are covered by our insurance. Help the customer to complete the claims form and ask if the customer can obtain quotes for repairs.

9. All complaints involving injury must be referred to the customer service manager.

Agree a suitable time for the customer service manager to call the customer.

10. Any complaint that is not covered in the above procedure must be directed to the customer service manager. Agree a time for the customer service manager to call the customer.

Mary: Thank so much and sorry for my trouble I will send apology letter.

Jane: I can see potentials in you that you could be the best customer service and don’t worry about the letter as we have sent the letter and complimentary to them already.

Mary: Thank you so much.


  • Understand customer needsThe more you know about your customers, the more you are likely to understand customer needs and expectations and find the right ways to achieve outstanding customer service.
  • Seek and analyse customer feedbackDon’t make assumptions; look for ways to find out what your customers think about the organisation. Be radical – invite them in to help you identify what you could be doing better.
  • Invest in customer service trainingChoose a provider who will really get to know your business and who can support your business strategy and service standards. Develop your own short internal customer service training sessions to raise the importance and get your employees really involved.
  • Set and communicate clear standardsSet standards in terms of quality, accuracy, behaviour, appearance and good customer service. Staff need to know what you expect from them. Ensure that the service is consistently good, in every location, from everyone, every…
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    Assessment 2 (1) (1)
    Last updated: Feb 2024

    Page 2

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