Task 2 - Manage and Develop the Team - Task 2 Manage and...

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Task 2: Manage and Develop the Team Performance objective The student will demonstrate the ability to ensure delivery of quality service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service. Assessment description You will use scenario information (provided) to address customer service issues through: monitoring customer service team performance to identify causes of customer service shortfalls addressing a complex customer complaint coaching an underperforming customer service employee in a role-play. Procedure Part A 1. Review the information about Innovative Widgets that you gathered in Assessment Task 1. 2. Read the scenario provided in Appendix 1 of this task. 3. Review the customer service call data in Appendix 2 and analyse data to identify possible causes of customer service shortfalls. 4. Write a brief report (no more than 1 page) to the board of Innovative Widgets to: a. summarise customer service team performance b. identify possible causes of customer service shortfalls c. identify options to address the problem/s.
Manage quality customer service BSBCUS501 Innovation and Business Industry Skills Council Ltd, 1 st Edition Version 2, 2015 Page 2 of 10 5. Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email to Yore Mine Co. to clear up the misunderstanding and address their concerns. Ensure that your support of the customer provided is consistent with principles of customer service set out in the Innovative Widgets business plan and the customer service plan you develop in Assessment Task 1. Part B 1. Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You need to prepare to: a. run structured coaching session b. ask questions to understand and clarify Mary’s perspective c. describe the policy and procedures for handling customer complaints d. outline techniques for dealing with different types of customers according to their needs(e.g. dealing with small customers compared to dealing with significant customers such as Yore Mine Co.) e. explain techniques for solving customer complaints f. document the coaching session and its outcomes in accordance with the recordkeeping policy and procedures developed in Assessment Task 1. 2. Arrange a time with the assessor to complete the coaching role-play and complete the role-play. 3. Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records. Specifications You must: submit a customer service report submit an email to resolve a customer complaint participate in a coaching role-play observed by the assessor submit coaching documentation, e.g. coaching plan, notes, etc.
Manage quality customer service BSBCUS501 Innovation and Business Industry Skills Council Ltd, 1 st Edition Version 2, 2015 Page 3 of 10

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