3. Meet with the new staff member. I'- During the meeting you will be expected to: 0 Explain the roles and responsibilities of Customer Service Officers as documented in the position description 0 Outline the reporting arrangements, ensuring that it is clear that you will be the first person to report to 0 Explain the complaints policy and procedure including: a Purpose of the policy 0 Definition of complaints 0 Forms to be used for complaints [show the forms to the staff member) 0 Responding to complaints 0 Keeping customers informed W .0: May 202i. Approved: QAC International College of Tasmania Pfy Ltd trading as: TasCollege Assessment Tool BSBWORZDJ Work effectively with others | Page 9 of 17 a RIO Code: 45352 | CRICOS Code: 0368\" - q. - vacuum mum! g TasCoIlegg SIT30816 Certificate III in Commercial Cookery a When complaints should be escalated You will be required to keep to the required timeline of 15 minutes, and you will be assessed on your time management in this regard. During the meeting, you are required to demonstrate effective interpersonal and communication skills including: . Speaking clearly and concisely . Using effective non-verbal communication skills to encourage audience interest a Responding to questions , Asking questions to seek feedback 0 Use of active listening techniques to confirm and clarify understanding. You will also need to demonstrate the communication strategies you researched relevant to the culture. Your assessor, in the role of the Customer Service Officer 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 explained the information and your communication skills and talk to you about possible actions you could take to address the feedback