Activity 4: Mentoring sessions

Activity context:

The outcomes of the negotiation were implemented. Management conducted an internal investigation to identify the root cause of the issue. It was identified that the issues took place due to the following reason:

• Raj (Customer service team member)did not follow the complaints handling policy and procedures.
• The inability of Customer service Manager to keep track of the situationComplaints Handling policy and procedures

Objective of the policy

Online Media Solution seeks to maintain and enhance our reputation of providing you with high-quality products and services. We value complaints as they assist us in improving our products, services and customer service.

Online Media Solution is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance to both our staff to receive and manage complaints. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure that the staff members:

• Have the knowledge of complaint lodgement and handling processes,
• Understand the complaints handling process,
• Take reasonable steps to protect the personal information of the staff members actively.

Procedures to make a complaint

If a customer is dissatisfied with any service provided by the organisation, he/she can speak directly with the customer service representative

If the customer service staff member is unable to address the concerns of the staff members, they can lodge a complaint in any of the following ways:

• By completing a feedback form on the website
• By giving us a call
• In-person by speaking to any of the customer service staff.

Recording complaints

When taking a complaint, the customer service staff member will record the following details:

• Name and contact details of the customers
• Date and timings of the complaint lodged
• Facts and causes of the customer complaint
• Details of any steps you have already taken to resolve the complaint
• Details of conversations relevant to the complaint,
• Copies of any documentation that supports the complaint

As part of our ongoing improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.

If the customer a complaint, personal information will be recorded solely to address your complaint. The personal details will actively be protected from disclosure unless the customer expressly consents to its disclosure.

Complaint process

• We acknowledge: Within 24 of receiving the customer complaint, we will acknowledge receipt of your complaint.
• We review: We undertake an initial review of the customer's complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
• We investigate: Within three business days of receiving the customer's complaint we will investigate the customer's complaint objectively and impartially
• We respond: Following our investigation, we will notify the customer of our findings and any actions we may have taken in regards to your complaint.
• We take action: Where appropriate, we amend our business practices or policies.
• We record the customer's complaint about the continuous improvement process and monitoring through regular review. We will record the customer's personal information in accordance with relevant privacy legislation.

Complain about a staff member

If the customer complains about a member of our staff, we will treat the complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate the complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.

We will also treat our staff member objectively by:

• Informing them of any complaint about their performance
• Providing them with an opportunity to explain the circumstances
• Providing them with appropriate support
• Updating them on the complaint investigation and the result

Complaint escalation procedures

• Our Customer Support team will attempt to resolve all enquiries at the first point of contact.
• If a policy or technical issue cannot be immediately resolved, we will provide you with a realistic time expectation of when the issue will be resolved.
• Where an enquiry or technical issue has to be escalated to other departments, a case file will be raised, and the case will not be closed until you have been notified of the outcome.
• Where an issue has not been resolved to your satisfaction, you may request for this issue to be escalated to our Operations Manager. The Operations Manager will review the issue as a priority. Our Customer Support staff will inform you of the outcome.

Whenever a case has been escalated, we will endeavour to provide you with follow up responses within 24 hours; however, such responses may take up to 72 hours to follow up when an issue occurs across weekends and public holidays.

Management has decided that this is the first time Raj has committed any mistake and he has been working very sincerely from last one year and has achieved really good customer ratings.

Management wants you to conduct mentoring sessions with Raj (Customer service team member) and Customer service Manager and help them achieve communication goals.

Further, the management wants you to clarify the below-given complaint handling policy and procedures with Raj.

To conduct the mentoring session, you are required to following the following process:

Before the mentoring session, you are required to document the following using Template 4:

• Outline the objectives of the session
• Identify and document the areas of improvement

During the mentoring session, you are required to:

• Discuss the following with the customer service team members:
  • Objectives of the session
  • Reason for the mistake
  • Areas of improvement
• Mentor staff by explaining the complaints handling policies and procedures.

During the mentoring session, Raj will:

• Discuss the need for using cloud software to keep track of customer complaints and their status.
• Request for clarification on own scope of responsibility and areas out of scope for customer complaints.
• Discuss the need for weekly meetings with Customer Service Manager to discuss the status of different complaints.

During the mentoring session, you are required to:

• Complete 'Template 4'.

Activity 4: Mentoring sessions

Template 4: Mentoring session 1

Mentoring session

Objectives of the session

Areas of improvement (Any two)

Discussion conducted

Outcomes of the mentoring session