1. WM23/FY/2015-16 |Dt.22.4.16 | Page 1 of 4 You will find three types of complaints in different forms : Complaint through  An Email  A Recorded Call  A Video Clip. In all the three forms, the customer is enquiring, but is unhappy with the response he is getting from the customer service executive. The reason for unhappiness can be many viz : the body language of the customer service executive, rude response etc. Explain all the three situations in your own words. ( प्रत्येक situation मध्ये नक्की काय घडले ते लिहा ) Point out the facts in each communication to find out why the customer is unhappy. ( ग्राहक का नाराज आहे हे शोधून काढा ) Imagine if you were the customer service executive, how would you have reacted to all the situations. ( जर तुम्ही ग्राहक प्रतिनिधी असता तर तुम्ही काय केले असते ते लिहा )

2. 1. An Email : WM23/FY/2015-16 |Dt.22.4.16 | Page 2 of 4 To: rog@mail.comrog@mail.com Subject: Complaint against your staff member “Henry Cooper” Dear Mr. Moore, I would like to lodge a complaint regarding the bad service received by one of your staff when I had visited your bank branch on 27 th of March 2012. I am a saving account holder in your bank with my account number being 2390786. I had visited the branch to deposit some money in my account. I was asked to wait by one of the customer service executives by the name Henry Cooper and above that I was not provided with a token. After waiting for fifteen minutes when I asked the customer service executive for help, he said that he was busy though he was not attending to any customer. I had to leave without being attended. I would request you to take action against the staff or else I may have to close my account. Regards, Nathan Lee.

3. 2. A Recorded Call 3. A Video Clip WM23/FY/2015-16 |Dt.22.4.16 | Page 3 of 4

4. Think What if !!! Imagine you are a journalist. You write excellent in different sections for the newspaper. Think what if one day you find that your story has been copied by your peer and he has copied your story and circulated it without your permission simply by replacing your name with his ????? Similarly, would you like your assignment to be copied by your peers??? Your assignment is your reflection, your own intellectual copy…… Think twice before you act !!! WM23/FY/2015-16 |Dt.22.4.16 | Page 4 of 4