INDIVIDUAL ASSIGNMENT

COURSE : CUSTOMER SERVICE MANAGEMENT

COURSE CODE : PMK3264
SUBMISSION : 1 FEBRUARY 2022

INSTRUCTIONS TO CANDIDATES:

INDIVIDUAL ASSIGNMENT- REPORT (10%)

1. CLO1:
1. Writing compliment and complaint letters (or e-mails)
2. Compose two letters explaining two separate customer service experiences.
3. One letter should explain a positive experience and should show appreciation for
positive treatment and the second letter should express your dissatisfaction over
poor customer service experience.

EXAMPLE :Scenario for complaint letter

1. Product exchange customer service scenario

You received [a specific item] that you bought 2 days ago, but it turned out it doesn’t fit your
needs. You ask to return it or exchange it for something similar.

2. ‘Failed delivery’ customer service scenario

You ordered [a specific item] 2 weeks ago, but your parcel never arrived. You ask for your
money back.
EXAMPLE :Scenario for complimentary letter

1. Long Wait Times

Here’s the scene: The company short-staffed due to cashier calling in sick last minute. The
manager pulled some floor staff to help with checkout, but their lack of experience and the
afternoon rush is causing some delay. A customer approaches the manager saying they’ve
been in line for 10 minutes and now have to leave to make an appointment in time. The
manager answers questions and sends guests on their way. It’s not perfect, but it often puts
out a lot of fires simply by recognizing that your time is worthy, and compensating you for it.

2. Billing or Payment Issues

The scene: A customer comes into the store and makes a purchase on a busy day. They
email the company days later saying that their credit card statement shows that they paid
RM150 when they bought an item on sale, and it should have just been RM75. They want
this fixed ASAP.

The managers handled the issue by training staff to explain the situation and the reason why
the error occurred. They issued all necessary refunds and sent screenshots of confirmations
to you.

CONTENTS:

1. Table of content
2. Introduction
3. Compliment :
● Background of company

● Scenario

● Compliment based on scenario

● Conclusion
4. Complaint :
● Background of company

● Scenario

● Complaint based on scenario

● Conclusion
5. References
6. Run turnitin