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 Yes No
dealt with
at the
hotel?
What is
the
outcome
of the
complaint?

Name of
staff
dealing
with issue
Signature
of staff
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 Age of Total
students students cost of
studen
ts
Number of Total cost
adults of adults

TOTAL
COST

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

Example 3
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 Surname: Forename:

r

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 Surname First name Age
e

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 No

Payments
Mastercard  Visa  Visa Debit 
Switch 
Card
numb
er
Valid from / Expiry date / Issue number Security code
Amount paid @ £50 per
person
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 ________________________________