Manage and develop team

Submission details

Candidate’s name		Phone no.
Assessor’s name		Phone no.
Assessment site
Assessment date/s		Time/s

The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.

Submit this document with any required evidence attached. See specifications below for details.

Performance objective

The candidate will demonstrate the ability to ensure delivery of quality service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service.

Assessment description

You will perform two role-plays in the context of the Innovative Widgets simulated business. In the first role-play, you will follow procedures to handle customer complaints. In the second role-play, you will recognise areas in which you can improve the performance of a customer service team member. You will then coach the team member appropriately to improve their performance.

Procedure

1. Read the role descriptions provided in Appendix 1 of this task.
2. Prepare to participate in two role-plays.
   1. In the first role-play, your assessor will participate as the customer and observe you as you role-play the customer service representative.
   2. In the second role-play, your assessor will participate as a team member as you role-play the manager of that team member.
3. Participate in a role-play in which you follow the complaints handling procedure to resolve a customer complaint.
4. Participate in a second role-play, in which you identify deficiencies in a team member’s performance and then coach the team member to improve customer service outcomes for your team.

Specifications

You must participate in two role-plays observed by the assessor:

1. Handling customer complaints.
2. Managing under-performing team member.

Your assessor will be looking for you to demonstrate:

• ability to consult with customers to resolve complaints using active listening:
  • asking questions
  • paraphrasing/summarising
  • using verbal prompts
  • maintaining good eye contact (if appropriate)
• application of techniques and strategies for resolving routine and non-routine complaints (complaints requiring referral) as determined by procedures (provided in Appendix 2 of this task)
• ability to develop team members:
  • monitor team performance to recognise areas for improvement
  • improve the team members’ ability to provide quality customer service to customer specifications and organisational policy and procedures on behalf of the simulated business (refer to customer needs and procedures; use the GROW coaching model)
  • assist team members to handle customer complaints.

Adjustment for distance-based learners:

The role-plays can be adjusted for distance learning. The role-plays for this task can be varied to take place using Skype conferencing (or any other video conferencing tool available to the candidate). Candidates may also choose to video the role-play and submit electronically.

Appendix 1: Role-play description

Role description 1

You are a customer service team member dealing with telephone complaints from customers. Use the knowledge and skills obtained from your research on this topic and the facilitator’s presentation to answer calls from a customer.

Use the policy and procedures provided in Appendix 2 of this Assessment Task.

Role description 2

You are a customer service manager. Mary is a member of your customer service team at Innovative Widgets. Her role is to receive telephone enquiries and complaints.

You have observed the following:

• Mary has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to customers of Innovative Widgets.
• Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of Innovative Widgets.
• Yesterday Mary received a complaint from a customer:

‘I work as a buyer for the state’s largest supplier of mining equipment. We provide a lot of business to Innovative Widgets. I ordered 1,000 x 7 mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It’s now a week later and they still haven’t arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days. A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they were 6 mm widgets rather than the 7 mm I had ordered on that occasion. I am considering going to another supplier for your widgets even though Innovative Widgets are the only Australian supplier. I could get them cheaper from China, but the saving isn’t great when you add in the extra shipping costs. I’m going to begin legal action if the widgets don’t arrive today. I might order the widgets from China from now on.’

• Mary misunderstood and thought that the customer had ordered the products yesterday and argued with the customer. She accused the customer of being unreasonable as Innovative Widgets is an industry leader in guaranteeing three day delivery.

When the misunderstanding was eventually cleared up, Mary wasn’t sure how to track orders or reorder the products. She said there was nothing she could do as Innovative Widgets’ procedures didn’t seem to cover this issue.

Demonstrate your knowledge of how to develop team members and coach Mary to improve the quality of her customer service.

Use the Innovative Widgets Complaints policy and procedures document in Appendix 2 of this task to assist you.

 

Appendix 2: Complaints policy and procedures

Innovative Widgets
Complaints Policy and Procedure

Purpose	The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.
Scope	The scope of this policy covers the management of customer complaints by employees and contractors of Innovative Widgets.
Resources	Specific procedures for the implementation of this policy are available below and on the company intranet.
Responsibility	Responsibility for the implementation of this policy rests with employees and management of Innovative Widgets with responsibility for managing customer complaints.
Relevant legislation etc.	Privacy Act 1998 (Cwlth) Equal Opportunity Act 2010 (Vic) Competition and Consumer Act 2010 (Cwlth) Occupational Health and Safety Act 2004 (Vic).
Updated/ authorised	10/2011 – John Doe CFO

To manage complaints

1. Greet the customer courteously and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions and summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they would like it to be resolved.
6. No product replacements are within all staff members’ authority.
7. All staff members can use their professional judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25.
8. Complaints involving damage to other property are covered by our insurance. Help the customer to complete the Claims Form and ask if the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer Service Manager. Agree a time for the Customer Service Manager to call the customer.