Appendix 3 Manager Name Employee Name Time Date Location Describe the policy and procedures for handling customer complaints Outline techniques for Dealing with small customers: dealing with different types of customers according to their needs Dealing with significant customers Explain techniques for solving customer complaintsAppendix 4 - Development training plan How do we test Resources Outcome/Competency - at Topic to be taught Training Method the end of these sessions, participants Required participants will be able toConsider the following scenario: You are a |Customer Service Manager for a company celled Rhodes Electronics. This company has several large retail outlets located strategicallyr in the suburbs of Melbourne, and Victoria, and you also have an online purchasing facility as well as over 5D faceteface customer service personnel, you also have a small team of 6 staff who handle telephone and online customer services inquiries and feedback- This business sells a large range of electrical equipment including small appliances, televisions, computers, printers, sound systems, and white goods (refrigerators, washing machines, freezers, dryers}- Your role is as a Customer Service Manager based at Head Dice and over the last few months, you have been receiving feedback from customers that customer service is just 'not what it used to be\"- The CEO has been made aware of the decrease in customer service quality and wants to know what you're going to do to x the problem. Maria is a member of your customer service team- Her role is to receive telephone inquiries and complaints- You have observed the following: o Maria has been mde to customers on several occasions. it Maria has recently developed a habit of letting the phone ring and then placing customers on hold. This behavior contravenes company policy on the knowledge of the importance of prompt service to customers. it Yesterday Maria received a complaint from a customer: 'l'm Harry and | work as a buyer for the state's largest supplier of electric-l equipment. We provide a lot of business to your company. I ordered 4D televisions for delivery last Friday. l was promised that the delivery would arrive within three days. It's now a week later and they still haven't arrived. My production manager just telephoned me to say he might fail to deliver a major order unless they anive in the next four days. I'm going to begin legal action if the televisions don't arrive today. ' Maria misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable- When the misunderstanding was eventually cleared up, Malia wasn't sure how to track orders or reorder the products. She said there was nothing she could do as the procedures didn't seem to cover this issue. Assessment Task 2.3 1. Create a training plan for staff to support quality customer service delivery by using the template provided in Appendix 4. 2. Document the coaching session and its outcomes by using the Template in Appendix 3