Janet Parker, the Administration Manager stops by your desk and tells you that she received a phone call from Grant Scully from the Byron Bay store. Grant was expecting some timber products to be delivered a week ago and they still have not arrived.
Task 1
Fill out a complaint form to document this complaint. Print a
copy of the Customer Complaint Form from the General Stationery folder
and fill in all the details by hand. You will be able to access Grant
Scully’s details from the database.
Upon calling the warehouse you find out that the order was delayed due to a number of drivers from our preferred courier service being struck down by the flu.
Task 2
Prepare a role play of the telephone conversation you have with
Grant when you call him to give him the details of the situation. Explain
that you have arranged for urgent delivery by another courier company.
You can add that his order is being loaded as you speak and it is estimated
it will arrive into his store by 9 am tomorrow morning.
Task 3
Write a letter to David as a follow up, as we have had a few
problems with Grant’s orders lately and I want to address these
problems so they don’t keep occurring. Tell Grant that I have documented
his complaint and that I will contact him immediately if there are any
further delays with his orders.
Task 4
Save the letter as Scully_your initials.doc in your personal
folder in the Administration Department folder.