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  • Complaint Handling Using L.A.S.T.: Role Plays

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    Sunil Dubey
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    This document outlines role-playing scenarios for customer service employees to practice handling customer complaints using the LAST method: listen attentively, apologize, satisfy the customer, and thank them. Six scenarios are provided for each of two rounds of role-playing, involving issues like delayed or incorrect orders, unclean conditions, and long wait times. The scenarios are intended to help employees learn to deal with angry customers respectfully and find solutions to their problems.

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    Sunil

    Original Title

    LAST Role Plays

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    This document outlines role-playing scenarios for customer service employees to practice handling customer complaints using the LAST method: listen attentively, apologize, satisfy the customer, and thank them. Six scenarios are provided for each of two rounds of role-playing, involving issues like delayed or incorrect orders, unclean conditions, and long wait times. The scenarios are intended to help employees learn to deal with angry customers respectfully and find solutions to their problems.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as ppt, pdf, or txt
    12 views14 pages

    Complaint Handling Using L.A.S.T.: Role Plays

    Uploaded by

    Sunil Dubey
    This document outlines role-playing scenarios for customer service employees to practice handling customer complaints using the LAST method: listen attentively, apologize, satisfy the customer, and thank them. Six scenarios are provided for each of two rounds of role-playing, involving issues like delayed or incorrect orders, unclean conditions, and long wait times. The scenarios are intended to help employees learn to deal with angry customers respectfully and find solutions to their problems.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as ppt, pdf, or txt
    of 14

    Complaint Handling Using

    L.A.S.T.

    Role Plays
    D.I.L. Training April 2009

    Customer First Workshop

    Using LAST

    Listen attentively to what the customer says


    Apologise for the inconvenience & express
    concern

    Satisfy the customer by giving appropriate &


    relevant solution

    Thank the customer for giving an opportunity to


    make it right
    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-1 , Round -A


    A Customer Pizza is delayed by 5 minutes
    in the dine-in.
    The customer is angry as he told the
    server that he is in a hurry, while placing
    the order.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-2, Round -A


    A customer ordered for Veggie lover pizza
    without capsicum, but was served with
    capsicum.
    The customer is not ready to wait for the
    new Pizza.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-3, Round -A


    A customer ordered for Chik N Spicy
    Pizza, he is complaining that the Chicken
    topping on the Pizza is very less
    The Pizza was suggested by the server.
    The customer wants to speak to the
    manager.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-4 , Round -A


    A customers Garlic Bread is delayed & is
    served with the Pizza.
    Customer wants to speak to the manager.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-5 , Round -A


    A customers home delivery order is
    delayed by 10 min.
    He ordered Pizzas for his guest who have
    left, he is not ready to take the order now.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-6 , Round -A


    A customer is complaining that the
    temperature in the Dine in area is hot.
    The customer is sweating & wants to
    cancel his order.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-1 , Round -B


    A customer found a dead flie under the
    base of the Pan Pizza / Burger.
    The customer is very angry & wants to
    speak to the manager.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-2 , Round -B


    A customer found a piece of plastic in the
    Pepsi.
    He is very angry and is shouting in the
    Dine-in area on the server / Cashier.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-3, Round -B


    A customer ordered for Veggie Supreme
    Pizza but was served a Chicken Supreme
    Pizza.
    He is not allowing Pizza to be removed
    from the table.
    Dine in area is totally occupied.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-4 , Round -B


    A customer saw one of the server
    scratching his Head & then serving the
    Pizza to children from same hand on the
    next table.
    The same server was serving him, he is
    shouting on the server & wants to speak to
    the manager.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-5 , Round -B


    A server spilled hot soup on a female
    customer.
    The customer & her colleagues are very
    angry.

    D.I.L. Training April 2009

    Customer First Workshop

    Role Play-6 , Round B


    During a peak hour one of the customer
    was waiting for his turn from last 20
    minutes.
    He saw the host allowing a family into the
    restaurant who has just arrived.
    The customer wants to speak to the
    manager.
    The familys name who has just entered, is
    not mentioned in the waiting list.
    D.I.L. Training April 2009

    Customer First Workshop

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