This is unit number 4008A role play questions, can you help me to write down how to reply below 6 questions request?

Preparation for Role Play 2

Prior

to your assessment you should make yourself familiar with the contents

of the following role play. You will need access to the Complaints

Policy and Procedures for your agency.

Role Play 2

A

very irate tenant has come into the agency. Their oven was reported as

being faulty three weeks ago and no one has been out to have a look at

it. The tenant has three small children and has been unable to cook

(apart from on a small portable gas burner) all this time.

When you check the file you find that nothing has been done to arrange for the faulty oven to be repaired or replaced.

The tenant is not from an English-speaking background. They speak broken English, which is somewhat difficult to understand.

While

it is not your job to arrange for repairs and the fault was not yours

for not actioning the fault report, you are required to deal with this

complaint.

The assessor would like you to provide any

additional oral comments on tactics and strategies you think about and

options you could employ to deal with this along with your oral

responses to the points below.

Your responses may be one long

recording or a number of oral responses in steps you have considered

along with rationale behind your responses. You will cover the 7 points

in your oral response.

1.

You are required to demonstrate appropriate interpersonal communication

techniques, and cultural sensitivity, to acknowledge the complaint and

listen to the customer's concerns. Show empathy and sensitivity towards

what's happened and acknowledge it verbally. Your listening skills are

described and note taking together with great interest and sincerity.

2. You should encourage the tenant to explain all of their concerns and to attempt to minimise their frustration.

3.

Once you understand all of the issues, you should explain the agency's

complaints policy and procedures including the tenant's right to make a

formal complaint to an external agency. You then explain these in a way

that empowers the client and how this complaint will be handled. You

can offer language services via government agencies. You will provide

the tenant an opportunity to ask questions and gain approval to move

forward

4. You should try to regain the

tenant's confidence of your agency by not providing excuses and blame

but taking responsibility to find a solution and manage it until its

resolved. You will be the one point of contact.

5.

The property manager known to the tenant is not available, but you

realise the urgency of this complaint. You should make a decision of how

to best handle this issue in the property manager's absence. You should

attempt to come to a mutually acceptable resolution of the complaint

today. Make some suggestions and put them to the tenant for review and

acceptance

6. The tenant accepts your actions

and you then say you're going to put this is writing, make notes in the

database and start on it straight away. You will provide feedback at the

agreed times and make that commitment to the tenant. finalise the

meeting by the tenant