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Appendix 7: Customer Complaints Line Role-Play

The customer purchased a 5mm widget from Innovative Widgets but received a 7mm widget instead. This is the second time this has happened, and the customer needs the correct widget to fix their lawnmower. They want to complain about receiving the wrong item and express their frustration that the issue has occurred twice. The second customer recently purchased a widget from Innovative Widgets that snapped and sent pieces flying. A piece hit and broke their window, which could have injured them. They want a refund for the broken widget, compensation for replacing the window immediately, compensation for the shock and inconvenience, and an investigation into why the widget broke with assurances it won't happen again.

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54 views3 pages

Appendix 7: Customer Complaints Line Role-Play

The customer purchased a 5mm widget from Innovative Widgets but received a 7mm widget instead. This is the second time this has happened, and the customer needs the correct widget to fix their lawnmower. They want to complain about receiving the wrong item and express their frustration that the issue has occurred twice. The second customer recently purchased a widget from Innovative Widgets that snapped and sent pieces flying. A piece hit and broke their window, which could have injured them. They want a refund for the broken widget, compensation for replacing the window immediately, compensation for the shock and inconvenience, and an investigation into why the widget broke with assurances it won't happen again.

Uploaded by

singh test
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Appendix 7: Customer complaints line

role-play

Customer role
You are a customer (use your real name) who telephones Innovative
Widgets with a complaint.
You are a self-employed gardener and have just returned home after
buying a 5mm widget from Innovative Widgets. The round journey took
you over an hour to complete. When you opened the packet you found it
contained a 7mm widget. The packet has 5mm written on it but the widget
inside is 7mm. Your receipt states 5mm too. You only buy two or three
widgets each year and this has really annoyed you. This is the second time
this has happened to you. The last time this happened you got an apology
and replacement and were told it wouldn’t happen again. You still had to
repeat the journey to get a replacement though. You need the widget to
fix your lawn mower and you can’t work without it.
Please try to be as realistic as possible during this exercise.

BSBCUS501 Appendix 7
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Customer service representative role
You are a customer service team member dealing with telephone
complaints from customers.
Use the knowledge and skills obtained from your research on this topic
and the facilitator’s presentation to answer calls from customers.
Use Innovative Widgets’ Policy and Procedures found in Appendix 5 of your
Student Workbook.

BSBCUS501 Appendix 7
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Customer complaints line role-play (second
customer role-play)
You recently bought a widget from Innovative Widgets. The first time you
used it the widget snapped and bits flew into the air. Luckily you were not
hurt, but a piece did hit your window and smashed it.
You were very shocked and angry at the time. You could have lost an eye!
You are now sitting with a member of Innovative Widgets Customer
Service Team.
You want to complain and you have four objectives:
1. You want your money back for the broken widget.
2. You want the money to replace the window upfront (times are hard –
you don’t have spare cash to pay for it and claim back later).
3. You want compensation for the shock, distress and inconvenience
you have suffered. You don’t know what compensation to ask for –
this is more a point of principle. If you get offered anything, you
would accept it.
4. You want to Innovative Widgets to conduct an investigation to find
out why this happened and to be told what they are going to do to
make sure it never happens again. Be assertive. Argue your case.

BSBCUS501 Appendix 7
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