BSBLDR502 - Formative assessment 1.docx

BSBLDR502 - Formative assessment 1.docx - BSBLDR502 LEAD...

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BSBLDR502 - LEAD AND MANAGE EFFECTIVE WORKPLACE RELATIONSHIPS FORMATIVE ASSESSMENT 1 Activity 1 1. Provide three examples of performance indicators that might be used to measure the achievement of work responsibilities for a job of your choosing. Job such as a customer services [1] Customer Satisfaction rate Organizations should keep a constant pulse of their customer satisfaction rate. This is the best measurement of how the service organization continues to perform. By giving a simple survey after a customer has completed their experience with customer service, managers can extract critical knowledge to help them build and develop their organization. [2] Response Time by First Reply It is about how long it takes to get back to customers. Customers expect a high level of engagement from their vendors. Even if the managers cannot solve the issue in the first response, just letting the customer know that managers have acknowledged the problem builds trust. Over time, as the organization becomes more and more efficient, this number should continue to trend down. [3] Customer retention rate. This helps organization retain as many customers as possible, often through customer loyalty and brand loyalty initiatives. Through the activities and actions organizations take to reduce the number of customer defections. It is important to remember that customer retention begins with the first contact a customer has with the organization and continues throughout the entire lifetime of the relationship. 2. Provide two examples of the feedback hamburger that might be used to communicate information associated with the achievement of work responsibilities. [1] Example 1 Praise: Hey John, I noticed that you went out of your way to submit your expense report on time every month for the last three months. That’s great!
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Criticism: I do, however, think it’s not a good idea to work late every Monday. If you have any problem on this day, please do not hesitate to talk with me. Praise: But overall, your interaction with the team has been great – thanks for making the effort.” [2] Example 2 Parise: John, we had a very productive meeting. We had the right participants and collected all the necessary inputs from other departments. Thanks for your coordination.” Criticism: However, did you notice that the discussions were unsystematic? When you do not distribute an agenda prior to the meeting, the participants do not come prepared.
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  • '17
  • N/A
  • Ethics , Customer retention, customer satisfaction rate

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