Sarah

__Task 4. Individual work  (10 minutes) __ Write your own recount of a shopping experience where you received **//poor quality customer service.//**  Sarah Biondi 10/06/11  I was recently shopping at a well known clothing retail outlet that predominately catered for teenagers. The shop is always vibrant looking and plays loud music over the speaker system inside the shop. The main reason I decided to shop there that night was that the shop was having a 20%-50% off everything sale. I remember that there were lots of people in the shop at the time and only a few sales staff on duty. I decided to begin browsing through the racks of clothing selecting all types of outfits that appealed to me, ready to try on in the change rooms. During this time I remembered that I wasn’t approached by any of the sales team despite two of them standing behind the sales counter laughing and exchanging personal stories to one another. I finally selected enough outfits to take into the change rooms and to my surprise there was a massive line up to get into them. It took 30 minutes to finally get access to a change room. After trying on the merchandise, I had decided on the items of clothing I wanted to purchase and proceeded to the sales counter only to find another line up that took another 15 minutes to subside. When I was finally presented with the opportunity to pay for the goods the store phone rang and the sales person excused herself from me to answer the phone. Judging from the phone conversation that transpired, I presumed the person on the other end of the line was a friend due to the conversation. She then proceeded to raise her index finger gesturing that she won’t be long, needless to say I was furious given all the other poor experiences in the shop that night. She finally interpreted my body language as being impatient and frustrated at the lack of attention and professionalism she was displaying and promptly ended the call. I quickly paid for my goods and was thrilled to be out of there.

__Task 5. Individual work (10 minutes.) __ Write a recount of a shopping experience where you received **//good quality customer service//**.

Sarah Biondi 10/06/11  I can recall a time where I was very impressed with the service I received whilst having dinner at a well known family restaurant. The restaurant was very busy that evening but we were able to locate a table rather quickly shortly after arriving. Our waiter for the night introduced himself clearly with a friendly and welcoming smile and began to announce some of the specials that were not on the menu and then asked if we required some drinks whilst we decided what meals we wanted to order. He returned with the drinks promptly and then asked if we would like an entree before the main meal, and recommended a dish that was complimentary if we were considering having steaks for the main meal. When taking our order for the main meal he enquired as to how we would like our steaks cooked so that everyone could select the most appropriate to their taste. Shortly after he took our order, he returned with a complimentary basket of bread and informed us that we are entitled to refill our drinks for free. Our main meals arrived not too long after we had completed our entrees and he proceeded to ensure that my family all received the correct steaks based on our cooking preferences. He returned soon after to ensure that the main meals met our satisfaction and refilled the drinks, despite it being a busy evening and with other tables to serve. I found the service to be extremely efficient and courteous ensuring that we were well looked after for the entire evening.