Specifications you must perform a role play to advise

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Specifications You must: perform a role-play to advise on customer needs, fulfil orders and resolve complaint submit notes on complaint as per procedure submit feedback from customer submit order data. Your assessor will be looking for: communication skills to: communicate effectively with personnel and clients at all levels articulate customer service strategies interpersonal skills to build rapport with customers problem-solving skills to diagnose organisational problems relating to customer services self-management skills to follow organisational procedures and learn organisational requirements knowledge of goods and services 7 TAD32 BSBCUS401 Version: 2.1 Implemented: July 2020 To be reviewed: July 2021 Responsibility: Head trainer © The Wales Institute Pty Ltd
BSBCUS401 Coordinate implementation of customer service strategies Assessment two case scenario You are a sales and customer service representative in the east sales team. Your manager, Mary White has asked you to manage sales, enquiries and complaints from wholesale customers. Your delegation limit is $500. You are aware that, because of temporary supplier issues, CoffeeVille is only able to supply instant coffee through its website. For fresh, fair-trade gourmet coffee, take orders manually by noting details. Delivery time is guaranteed in 1 week. Cost is $10 for 2kg bag. A new business customer has arrived at the sales office, Pat Burns. The customer appears very upset. ROLE-PLAY Joshua: Good morning, sir. How are you? How may I help you with? Pat Burns: Good, thank you. Yes, I need your assistance with something. I just noticed that you change your delivery now. I am quite upset as nobody told me the change when I called you yet on the website it is quite different. How do you explain this to me? Joshua: My apologize for this issue sir. As you said, we currently change our delivery and order. Currently we only able to supply instant coffee through our website and delivery is guaranteed within 1 week. The change is very sudden as we have some problem from the supplier. Therefore, we are very sorry for this. Pat Burns: I understand your situations but what can you do for my cases? Can you do something for me? Joshua: Just for now, I will take your order if you like and make sure the delivery come within 1 week after you order it. However, if you need it for another time, I suggest you need to use the website order as we still can’t proceed as we normally do. Pat Burns: I see, I take your offer for now, but can you do something about that? Joshua: If you like sir, I can notify you when we change back. I just need your full name and phone number as well as some data to fill so we could notify you easily. Pat Burns: Fantastic! Yes, please I would like that! Joshua: I am happy to help you, sir. Pat Burns: Thank you for your help. 8 TAD32 BSBCUS401 Version: 2.1 Implemented: July 2020 To be reviewed: July 2021 Responsibility: Head trainer © The Wales Institute Pty Ltd
BSBCUS401 Coordinate implementation of customer service strategies COMPLAINT NOTES When: 11 am, Monday 29 January 2018

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