Question
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
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 situation
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.
Complaints 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:
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:
Recording complaints When taking a complaint, the customer service staff member will record the following details:
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
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:
Complaint escalation procedures
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Description of the activity:
This activity requires you to conduct a mentoring session with each of the following two (2) staff members.
- Mentoring session 1: Customer service team member - Raj
- Mentoring session 2: Customer service manager
Mentoring session 1:
You will conduct a mentoring session with Customer service team member - Raj.
For trainer/assessor:
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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'.
Mentoring session 2:
You will conduct a mentoring session with the Customer Service Manager.
For trainer/assessor:
|
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
- Areas of improvement
- Discuss how can Customer Service Manager use online software to keep track of the status of complaints.
During the mentoring session, Customer Service Manager will:
- Agree to use online software to keep track of the status of complaints.
- Request for a training session for customer service team members.
During the mentoring session, you are required to:
- Complete 'Template 5'.
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 |
Template 5: Mentoring session 2
Mentoring session |
Objectives of the session |
Areas of improvement (Any two) |
Discussion conducted |
Outcomes of the mentoring session |
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