CSM 510 CUSTOMER RETENTION AND SERVICE RECOVERY
GROUP ASSIGNMENT
ROLE PLAY SCRIPT (30%):
CHAPTER 4 MANAGING COMPLAINTS EFFECTIVELY
PREPARED BY:
NAME STUDENT ID
NASHRIN AMMAR BIN MUHAMMAD 2023119171
NAHAR
MUHAMMAD ZAMMEER BIN 2023388195
MOHAMMAD FAISAL
PREPARED FOR:
MADAM NORLIZA BINTI SAIFUL BAHRY
GROUP:
CSM510 BAE6B
CSM Roleplay
Here is a detailed role-play dialogue based on Chapter 4: Managing Complaints
Effectively. The dialogue is designed to demonstrate principles such as
acknowledging the customer's feelings, investigating the issue, keeping the
customer informed, and taking corrective actions. The entire interaction takes
place over a series of phone calls between Nashrin Ammar, a Watson Shah Alam
Operator, and Muhammad Zammeer, a customer.
Scene 1: Initial Complaint Call
Nashrin Ammar (Operator): [answering the phone] Good afternoon, this is Nashrin
from Watson Shah Alam Customer Service. How can I help you today?
Muhammad Zammeer (Customer): [sounding frustrated] Hi, I need to file a complaint
about a product I bought last week. It caused a severe allergic reaction.
Nashrin Ammar: I'm very sorry to hear that. Can you please provide me with the details
of the product and describe the reaction you experienced?
Muhammad Zammeer: It’s a skin cream from your store. After applying it, my skin
became red and itchy within an hour. The next morning, it was worse.
Nashrin Ammar: I understand how upsetting this must be for you. Could you please
give me the product name and batch number? Also, do you have your receipt handy?
Muhammad Zammeer: [rustling papers] Yes, it’s the Watson Skin Care Cream, batch
number 12458. I have the receipt here.
Nashrin Ammar: Thank you, Muhammad. I’m noting all this information down. We’ll
investigate this issue immediately. In the meantime, I recommend discontinuing use of
the product.
Muhammad Zammeer: I already stopped using it. What will you do about this?
Nashrin Ammar: We’ll send this product to our quality control team for a thorough
analysis. May I have your contact details to keep you updated on our findings?
Muhammad Zammeer: Sure, my phone number is 012-3456789, and my email is
mzammer@[Link].
Nashrin Ammar: Thank you, Muhammad. I’ve processed a refund for you, which
should reflect in your account within 3-5 business days. We will keep you informed
about the investigation progress. Is there anything else I can assist you with today?
Muhammad Zammeer: No, that’s all for now. Thank you for your help.
Nashrin Ammar: You’re welcome. Have a good day, Muhammad.
Scene 2: Follow-Up Call
Nashrin Ammar: [calling Muhammad] Hello, Muhammad? This is Nashrin from Watson
Shah Alam.
Muhammad Zammeer: Hi, Nashrin. Any updates on my complaint?
Nashrin Ammar: Yes, I wanted to let you know that our quality control team has
completed their initial analysis. They found a contamination issue with that batch, so
we’ve pulled it from our shelves. We’re still conducting a detailed investigation.
Muhammad Zammeer: That’s good to hear. Thank you for the update.
Nashrin Ammar: We appreciate your patience and understanding. As a gesture of
goodwill, we’d like to offer you a discount on your next purchase.
Muhammad Zammeer: I appreciate that. Thank you.
Nashrin Ammar: You’re welcome. We will continue to update you as we learn more. Is
there anything else you need?
Muhammad Zammeer: No, that’s all for now. Thanks again.
Nashrin Ammar: Have a great day, Muhammad.
Scene 3: Resolution Call
Nashrin Ammar: [calling Muhammad] Hello, Muhammad? This is Nashrin from Watson
Shah Alam with an update on your complaint.
Muhammad Zammeer: Hi, Nashrin. What’s the latest?
Nashrin Ammar: Our detailed analysis confirmed the contamination issue. We’ve
rectified the problem with the manufacturer and implemented stricter quality controls.
Additionally, we’ve contacted all customers who purchased the affected batch.
Muhammad Zammeer: I’m glad to hear that. Thank you for addressing the issue.
Nashrin Ammar: Thank you for bringing it to our attention. We value your feedback
and are committed to improving our service. Is there anything else I can assist you
with today?
Muhammad Zammeer: No, that’s all. I’m happy with how this was handled.
Nashrin Ammar: We’re pleased to hear that. Don’t hesitate to reach out if you need
anything else. Have a wonderful day, Muhammad.
Muhammad Zammeer: You too, Nashrin. Goodbye.
Nashrin Ammar: Goodbye.
Scene 4: Customer Follow-Up Satisfaction Call
Nashrin Ammar: [calling Muhammad] Hello, Muhammad? This is Nashrin from Watson
Shah Alam.
Muhammad Zammeer: Hi, Nashrin.
Nashrin Ammar: I’m calling to ensure that your refund has been processed and to see
if your skin has recovered.
Muhammad Zammeer: Yes, the refund was processed, and my skin is much better
now. Thank you for following up.
Nashrin Ammar: I’m glad to hear that. We value your satisfaction and appreciate your
patience. If you need any further assistance, please let us know.
Muhammad Zammeer: I will. Thanks again, Nashrin.
Nashrin Ammar: You’re welcome, Muhammad. Have a great day.
Muhammad Zammeer: You too. Goodbye.
Nashrin Ammar: Goodbye.
This role-play demonstrates effective complaint management principles through
a series of phone interactions, ensuring the customer feels heard, informed, and
valued throughout the process.
References
Mensah, J. K. B. (2016). Effectiveness of Customer Complaint Handling and its Impact on
Customer Retention: The Case of Unibank Ghana Limited. [Link].
[Link]
Bendall-Lyon, D., & Powers, T. L. (2001). The Role of Complaint Management in the
Service Recovery Process. The Joint Commission Journal on Quality Improvement,
27(5), 278–286. [Link]
Komunda, M. B., & Osarenkhoe, A. (2023). Can Efficacious Service Recovery Enable
Retention of Complaint-Averse Savvy Customers? Journal of Service Science and
Management, 16(6), 670–693. [Link]
Chambers, S. (2021, July 28). 6 Customer Service Recovery Strategies to Add to your
Toolbox [+ Examples]. [Link]. [Link]
recovery