EAW.13 Assessment 2: STAR Answers For each of the following areas, write a detailed STAR answer demonstrating your previous experience, approach and behaviours. TEAMWORK Situation: I was working as a manager in food Industry Company as my job was to look after my team members and handle customer complaints very careful. It was evening peak time as one of my team member was handling complaint but he couldn’t find out the solution so, I as a manager helped him by mentoring him about our company policies and also told him how to communicate with the customer while dealing with complaints. Task: I organised a small meeting at workplace in which I explained every team members that how to handle customer complaints regarding refund, cancelling orders or anything to make customer visit our company again. This actually worked for every team member after the meeting as everyone was focusing and following the policies made by the company. Every team member was able to handle complaints by apologising and explaining our policies to customer. Action: After meeting, I made a list of daily cleaning and also made a list of policies that we need to follow and also made a proper list of how to handle a complaints of customers. The reason behind making list is making them remember that these policies need to be followed. Also I made everyone read through these list every time before they start their shifts as this makes everyone remember to follow the policies. good Result: After a month I was excited to see the results and feedback of our company’s customer service and I was surprised that we made a good feedback from our customers and they are happily coming back to see us again. COMMUNICATION Situation: About one year ago I was working as an administrator in warehouse and I was working with six more team members. It was busy morning and I suddenly heard a bang sound at the back of the warehouse where we usually store the goods. I saw there was a person standing and crying in the corner of the store and on the side I saw chemicals all over the floor. I approach her and helped her solving the situation and also told her to how to reduce your stress. Task: After I saw her crying, I simply tried to talk to her in that situation but I had to be careful because I need to gain her trust so that she can explain me everything that what happened here and after that I had to solve the situation as I was one of the team member and our company policy is to help each other and here what I need to communicate with her to solve the problem. Action: I talked to her in very respectfully way and she explained me everything that what happened. She took few chemicals at the back of the warehouse and we have to be very careful with that chemical because these chemicals are very expensive. So what happen was she was carrying those chemicals and walking straight into the back of the warehouse where we put the chemicals and she by mistakenly spilt those chemicals on the floor and this is the reason she was worried and crying. So
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- One '19
- Margaret Brown
- Management, Truck, The A-Team