How would you act swiftly to resolve this complaint and prevent escalation in

How would you act swiftly to resolve this complaint

This preview shows page 47 - 51 out of 131 pages.

How would you act swiftly to resolve this complaint and prevent escalation, in consultation with the customer and to customer satisfaction? Staff may offer the standard compensation options to this customer. If the standard options are not acceptable to the customer, then there may be the need to seek advice or permission from a more senior member of staff for what alternative options are available. 46 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Image of page 47
Activity 3E checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required. Learner’s name Assessor’s name Unit of Competence (Code and Title) Date(s) of assessment Has the activity been answered and performed fully, as required to assess the competency of the learner? Yes No (Please circle) Has sufficient evidence and information been provided by the learner for the activity? Yes No (Please circle) Comments Provide your comments here: The learner’s performance was: Not yet satisfactory Satisfactory If not yet satisfactory, date for reassessment: Feedback to learner: Learner’s signature Assessor’s signature 47 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Image of page 48
Activity 3F Estimated Time 15 Minutes Objective To provide you with an opportunity to turn complaints into opportunities to demonstrate high quality customer service. Recall any complaint that you have handled during your time in customer service. How did you turn this into an opportunity to demonstrate high quality customer service? Could more have been done to use the complaint as an opportunity to demonstrate high quality customer service? A customer complaint about the product that she received yesterday; it wasn’t the product that she ordered on the website. Actually it is our new product. The company receives the complaint and immediately investigates the issue. It was the delivery system issue so we did send the correct product to this customer in the same day. The manager spoke to this customer to apologize and ask if customer would like to try our new product. In the end, customer would like to order the new product because she tried and like it. 48 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Image of page 49
Activity 3F checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required. Learner’s name Assessor’s name Unit of Competence (Code and Title) Date(s) of assessment Has the activity been answered and performed fully, as required to assess the competency of the learner?
Image of page 50
Image of page 51

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture