As the Operations Manager responsible for ensuring delivery of quality services, students will review a sample of quotes provided by customer service staff to customers. Once they have completed their analysis, they will meet with the customer service team to discuss any issues that they identified through their review, and actions to be taken to ensure quality customer service. They will also be required to demonstrate their ability to problem-solve through the provision unexpected information provided by their customer service team and to update and implemented customer service policy and procedures accordingly.

1.Meet with your customer service team (your assessor) to share what you learned when developing your customer analysis:

• Outline response timelines and information requirements as included in the Customer Service Policy and Procedures and List of Services.
• Explain any variances identified through your review of the email correspondence.
• Outline your proposed actions.
• Open the meeting to discuss your proposed actions.

At the meeting, your team will give you some unexpected information and ask you some questions, which you will need to discuss. Identify additional or revised actions and suggestions to their challenges. These should be discussed in the meeting and then confirmed in the email you will write in the following activity.