1.

An urban-based training provider, City Training, was contacted by the rural fire service to conduct a training needs analysis of their volunteer base. The contract worth tens of thousands of dollars, and well within the expertise and knowledge for the company's training staff, however, sales executive Tim, said it was outside their normal market space but could recommend a competitor closer to the client. The rural fire commander seemed happy at the time and hung up. Tim noted his phone number and name on a piece of scrap paper.

1. As Tim's manager, explain the steps you would take following this occurrence. Ensure you answer the following questions in your response:

• How could you monitor and manage Tim's performance with respect to quality and delivery standards?
• How would you assist Tim where necessary?

2. What steps would you take to determine how your organization could deliver the service to the customer?

2.

Jolly Airlines operates charter and regular flights to rural Australia departing from Sydney Airport. A large client is Opally Mining Pty Ltd, which uses Jolly's services on a daily basis. Over recent months, Jolly executives have noticed a reduction in bookings and identified through their information management system that Opally Mining are down more than 50 per cent on the same time last year.

An executive sends an email asking for feedback from his Opally Mining booking contact. The aim is to determine if the decrease is due to service problem that could be addressed in order to regain this business.

Opally's Managing Director call the next day to provide personal verbal feedback. On the record of conversation he states:

I joined the last crew to go out to our site and was appalled at the level of service given to my staff bu your in-flight service personnel. The person in question joked with customers, often appeared to flirt with my men and seemed flippant when discussing the aircraft,s safety procedures.'

The conversation ends with Jolly agreeing to investigate and get back to Opally's executives within the next 24 hours.

1. Identify the possible underlying service problems that exist at Jolly Airlines. Consider the extent to which the systems and procedures are affected.
2. Decide upon and approach you would take to correct this problem and improve the customer service given by Jolly Airline's in-flight service personnel and to meet Opally's needs.
3. Explainwhoyouwouldconsultwithtoachievethisoutcome.

3.