Carefully read the following scenario

You are the Customer Service Officer for IPSO Appliances. The company manufactures and distributes a range of kitchen and laundry appliances. It also has a commercial division supplying kitchen and laundry equipment to businesses.

Your main duties as the Customer Service Officer include responding to general customer service enquiries and providing non-technical support. Customer Service Officer roles and responsibilities are documented in Position Description. Your Manager is the Customer Service Team Leader, and you work in a small team with five other customer services officers.

Your team leader is very busy this week and has asked you to help a new staff member (customer service officer) to understand their roles and responsibilities and reporting requirements. The team leader has also asked you to explain IPSO Appliance's complaints policy and procedures and associated forms.

You are required to prepare for, and meet with, the new Customer Service Officer. The meeting should last no more than 15 minutes, as you also have a busy work schedule. The Customer Service Officer will be roleplayed by your assessor and will ask you questions during the meeting.

Response

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