CUSTOMER SATISFACTION EXERCISE
Customer satisfaction exercise: How caring is your business?
Part A
Working with a partner, think of a possible customer care issue that could
arise with the business you have been studying. Play the part of the customer
and decide what has gone wrong in your dealings with this business.
Outline your issue in two paragraphs on a piece of paper. Be clear about the
following:
WHAT has happened that you (the customer) are unhappy about.
WHEN this happened.
WHAT your expectations are for the business dealin g with the issue.
Part B
Swap your papers with another pair or mix all the papers up and draw them
out at random.
Your task is now to create a response that the business may make to the issue
raised by your classmates (other customers!) . Your response should be no
more than four paragraphs long and be written on the same sheet as the
customer complaint.
Be sure to explain:
WHY the issue given may have arisen.
HOW you feel about it as a business.
WHAT your actions will be to put right the situation.
Part C
Return all the papers to the original pairs and read the response given to your
complaint from the business.
Are you satisfied with their response?
Has your issue been addressed satisfactorily?
What could be done to improve on the business’s respon se to you?
Summarise the above points and give a conclusion as to how you would have
handled your complaint. Write your summary on the same sheet.
Discuss your findings as a group.
UNDERSTANDING BUSINESS (NATIONAL 5, BUSINESS MANAGEMENT)
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