(Oyo) The College CAL Adult Learn to commence the new school year unless the textbooks arrive in the next four days. A few weeks ago, a consignment of audio-books arrived from John Readings, but they were narrated in English not Greek as I had ordered on that occasion. I am considering going to another supplier even though John Readings is the biggest Australian supplier. I could get them cheaper from Canada, but the saving isn't great when you add in the extra shipping costs, however, I'm sure the Book Deposit could match your prices. I'm going to begin legal action if the books don't arrive today. I might order from the Book Deposit from now on.' Mary misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable as John Readings is an industry leader in guaranteeing three day or less delivery. When the misunderstanding was eventually cleared up, Mary wasn't sure how to track orders or reorder the products. She said there was nothing she could do as John Readings' procedures didn't seem to cover this issue.12 / 22 - 81% + John Readings Scenario You are a customer service manager. It is currently December, 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 Board of John Readings has been made aware of the decrease in customer service quality and wants to know what you're going to do to fix the problem. Mary is a member of your customer service team at John Readings. Her role is to receive telephone enquiries and complaints. You have observed the following: Mary has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to customers of John Readings, Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of John Readings, . Yesterday, Mary received a complaint from a customer: 'I work as a buyer for the Department of Education, the state's Secondary School Authority. We provide a lot of business to John Readings in purchasing textbooks for students and a range of other books/podcasts etc. for the State's large number of school libraries. I ordered 1,000 copies of the textbook ISBN: 977-2-336-50733-9 for delivery last Friday. I was told this item was in stock and promised that the delivery would arrive within three days. It's now a week later and they still haven't arrived. My logistics manager just telephoned me to say he might fail to deliver a major order MacBook(OVO) The College for CAL Adult Learning 3. Review the case study and follow the customer complaints policy and procedures for John Readings to draft an email to The Department of Education to clear up the misunderstanding and address their concerns. Ensure that your support of the customer provided is consistent with principles of customer service set out in the company business plan and the customer service plan you developed in Assessment Task 1