2. Meet with the new sta member. During the meeting you will be expected to: Explain the roles and responsibilities of Customer Service Officers as documented in the position description Outline the reporting arrangements, ensuring that you will be the rst person to report to Explain the complaints policy and procedure including: o Purpose of the policy Definition of complaints Forms to be used for complaints [show the forms to the staif member} Responding to complaints Keeping customers informed 1lr'lrl'hren complaints should be escalated 0000': You will be required to keep to the required timeline of 15 minutes, and you 1will be assessed on your time management in this regard. During the meeting, you are required to demonstrate effective interpersonal and communication skills including: Speaking cleady and concisely Using effective non-verbal communication skills to encourage audience interest Responding to questions Asking questions to seek feedback Use of active listening techniques to conrm and clarify understanding. You will also need to demonstrate the oommunication strategies you researched relevant to the culture. Your assessor, in the role of the Customer Service foioer will ask you questions that you will need to respond to. Following the meeting, your assessor will provide you with some feedback on how clearly you ear-rcplained the infonnation and your communication skills and talk to you about possible actions you could take to address the feedback. Send an email to your assessor The text of the email should be in grammatically correct English, written in an appropriate (polite, businesslike} style. Reect on the feedback provided to at the end of the meeting and consider how you intend to action the feedback Include these in the email. The actions you indicate could be, for example: practice, or reading more about the area where your assessor indicated you could improve. ANS: Email Draft-2