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.
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.
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.
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