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Think about the entire organisation of lbn reread the

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Think about the entire organisation of LBN .Reread thecase scenarios . You are the assistant manager of the whole store,How many departments are there in total. Who will you consultwith? This means specific examples related to the training providedfor Kushma and the others, describe the outcomes and then projectwhat could happen if everyone gets specialist training. .Provide recommendations based on verifiable evidence designed toimprove future customer service strategiesThis means specific examples related to the training provided for Kushma,Jackson and Miles. Describe the outcomes and then project what couldhappen if everyone gets specialist training.Use business technology to structure and present informationCreate formal text using clear language and correct grammar.Submit the document by inserting it as an object in theAnswer 05space. Askfor the assistance of your trainer if you do not know how to insert an object.Answer 05:AttachedAfter the staffs have attended the professional development course, theyare nowith better product knowledge. Kushma is now working more hours and has becCase Study 2: LBN 12 Months OnIt is a year later, and your department at LBN has been delivering fantastic customer service. Wordhas got around that your staff are great, and the weekends have seen increase in customers andsales.Due to this, you decided to hire two new part-time staff members to help out with the weekendrush. Both are in their late teens, one female and one male. Their names are Michelle andDominic. Both start on the same day and hit it off immediately. They have good product knowledgeand required only a small amount of training in this regard. Things started off positively.However, about two weeks after they start working at LBN, you receive some complaints from notonly your other staff, but customers.Complaints include:Michelle and Dominic have been seen ‘hiding’ in the staff office, giggling and sharing items ontheir phones when they should be working.
BSBCUS401 Coordinate Implementation of Customer Service StrategiesStudent Assessment BookletMichelle has been caught taking ‘selfies’ by a number of customers and staff.Dominic’s friends often pop in and see him – he has been caught ignoring potential customersby pretending his own friends are customers, guiding them to products in a far corner so theycontinue talking more ‘discreetly’.Michelle wears the uniform, but make adjustments that are not appropriate.Both Michelle and Dominic constantly check their mobiles, even glancing at them while talkingto customers.Dominic tried to force a customer into a purchase because there was only 10 minutes beforeclosing time, rather than giving them some time to think about it and come back.Dominic asked a customer to wait for another salesperson because he was heading out tolunch – he walked out the department with his arm around his girlfriend.You look at your store’s customer service standards and realise that they have not been updatedfor some time. You ask your store manager if you can make some adjustments, and you are givenpermission to do so.

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Term
Fall
Professor
Kashan Abbasi
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