Manage and Develop Team In this assessment task student will demonstrate the ability to ensure delivery of quality customer service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service.Student will undertake two role plays in the context of the Innovative Widgets simulated Business.In the first role play, you will follow the procedure to handle customer complaints. In the second roleplay, you will recognize areas in which you can improve the performance of a customer service teammember. You will then coach the team member appropriately to improve their performance.

1. Read the role play description provided.

2. Prepare to participate in two role plays

a. In the first role play, your assessor will participate as the customer and observeyou as you role play the customer service representative. Your assessor will becomplaining about your service.

b. In the second role play, your assessor will participate as a team member as yourrole-play the manager of that team member.

3. Participate in a role play in which you will follow the complaints handling procedure toresolve a customer complaint.

4. Participate in a second role play, in which you identify deficiencies in a team membersperformance and then coach the team member to improve customer service outcomesfor your team.

In this assessment student must participate in two role plays observed by the assessor.

1. Handling customer complaints

2. Managing under-performing team members.

Your assessor will be looking for you to demonstrate:

o Ability to consult with customers to resolve complaints using active listening

o asking questions

o paraphrasing / summarising

o Using verbal prompts

o Maintaining good eye contact where appropriate

o Application of techniques and strategies for resolving routine and non-routine complaints(complaints requiring referral) as determined by procedures provided in Appendix 1.

o Ability to develop team members

o Monitor team performance to recognise areas for improvement

o Improve the team members ability to provide quality customer service tocustomer specifications and organisational policy and procedures on behalf of the simulated business.

o Assist team members to handle customer complaints.

Role description -1 You are a customer service team member dealing with telephone complaints from customers. Use theknowledge and skills you have gained on quality customer service topic and skills to answer calls from acustomer. Use the policy and procedure provided in this assessment task. Student must demonstratethe skills and knowledge needed to respond effectively to customer complaints. In this role playyour assessor will participate as the customer and observe you as you role play the customerservice representative. Your assessor will be complaining about your service.

Role description 2 You are a customer service manager. Mary is a member of your customer service team at InnovativeWidgets. Her role is to receive telephone enquiries and complaints.You have observed the following:

Mary has been rude to customer on several occasions. This behavior contravenes companypolicy on the knowledge of the importance of friendly service to customers of InnovativeWidgets.

Mary has recently developed a habit of letting the phone ring and then placing customer on hold. This behavior contravenes company policy on the knowledge of the importance ofprompt service to customers of Innovative Widgets.

Yesterday Mary received a complaint from a customer :

I work as a buyer for the state largest supplier of mining equipment. We provide a lot ofBusiness to innovative widgets. I ordered 1,000 x 7 mm widgets for delivery last Friday. I waspromised that the delivery would arrive within three days. Its now a week later and they stillhavent arrived. My production manager just telephoned me to say that he might fail to delivera major order unless the widgets arrive in next four days.A few week ago a consignment of widgets arrived from innovative widgets, but they were 6mm widgets rather than the 7 mm I had ordered on that occasion.I am considering going to another supplier for your widgets even though innovative widgets arethe only Australian supplier. I could get them cheaper from China, but saving isnt great whenyou add in the extra shipping costs.

Im going to begin legal action if the widgets dont arrive today. I might order the widgets from China from now on.

Mary misunderstood and thought that the customer had ordered the products yesterday and argued with the customer. She accused the customer of being unreasonable asinnovative widgets is an industry leader in guaranteeing three day delivery.When misunderstanding was eventually clear up, Mary was not sure how to track orders orreorder the products. She said there was nothing she could do as innovative widgetsprocedures didnt seem to cover this issue.

You are required to demonstrate your knowledge of how to develop team members and coach Mary to improve the quality of her customer service. Use the innovative widgets complaints policy and procedure to assist you.

I n n o v a t i v e W i d g e t

sInnovative Widgets is the largest producer of widgets in Australia. Established in 1952, its widgets areused as components in a broad range of machinery, from domestic appliances to industrialequipment. The company is family-owned and run by the children and one grandchild of thefounder, who collectively form the board of directors. Until recently, the grandchild had acted asmanaging director of Innovative Widgets.Innovative Widgets operates from one location. There is a stores area in the warehouse (for the rawmaterials used to make the widgets), a machine workshop (where the widgets are produced) anddispatch and deliveries areas. The office block houses the following operational departments

Purchasing

Sales

accounts

human resources

a recently established customer services team.

In total, Innovative Widgets employs over 50 staff. Last year Innovative Widgets produced a pre-taxprofit $2,240,000 on a turnover of $16,000,000.Innovative Widgets has a diverse customer base. Their largest customer is a major mining equipmentmanufacturer. This customer accounts for approximately 40% of total widget sales. The other 60% ofsales are to medium and small businesses and to individuals and sole traders.Things were beginning to improve at Innovative Widgets. Many customers complained abouttolerance problems, which were soon fixed by the production manager. Letters of apology had beensent out to the larger customers who had not bought from the company recently, apologising forthe tolerance faults and offering a significant discount on their next purchase.Meanwhile, the newly appointed customer services manager was beginning to get the customerservices team working together as a team. A vision and mission had been agreed collectively duringa brainstorming sessions and the team had split into groups to produce the policies and proceduresfor the manager to review with the managing director.Customer service performance monitoring and feedback gathering strategies had been successfullyimplemented and systematic improvements, such as a uniform high level of customer service qualityacross the customer service team were apparent.The managing director had been so impressed that he called his senior managers together andasked them to use the customer services model to implement internal customer service plans withintheir departments.Training sessions were organised to learn and practice the skills needed for handling customercomplaints, and also to become familiar with the new procedures.The first feedback survey had been issued to customers and the results were beginning to pour in.

Complaints policy and procedure of Innovative Widget

Purpose: the purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and accordance with organisational requirements.

Scope:the scope of this policy covers the management of customer complaints by employees and contractors of innovative widgets

Resources: Specific procedures for the implementation of this policy are available below and on thecompany intranet.

Responsibility:responsibility for the implementation of this policy rests with employees andmanagement of innovative widgets with responsibility for managing customer complaints.

Relevant legislation: Privacy Act 1998 (Cwlth)

Equal Opportunity Act 2010

Competition and Consumer Act 2010 (Cwlth)

Work Health and Safety Act

To manage complaints:

1. Greet the customer courteously and give them your name 2. Listen fully to what the customer is saying. Try to gather all the facts about thecomplaints and jot them down. Ask question and summarise what they are saying .3. Never argue with the customer. 4. Apologies for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing. 5. When you have all the details about the complaint, ask the customer how they would like it to be resolved. 6. No product replacements are within all the staff members authority. 7. All staff member can use their professional judgment and refund an additional 10% of the value of the faulty product up to a maximum value of $25. 8. Complaints involving damage to other property are covered by our insurance. Help the customer to complete the claims form and ask if the customer can obtain quotes for repairs. 9. All complaints involving injury must be referred to the customer service manager. Agree a suitable time for the customer service manager to call the customer. 10. Any complaint that is not covered in the above procedure must be directed to thecustomer service manager. Agree a time for the customer service manager to call the customer.