BSBCUS501C
Manage quality
customer service
|
Assessment Task 2
|
Manage
and develop team
|
Table of Contents
1. Role Play - 1
Mary: Hello,
this is innovative widgets. Mary is speaking. How can I help you?
Customer: Hello,
I’m complaining about delivery.
Mary: okay,
what’s wrong with you?? It’s not my part.
I don’t know about the delivery, so if you want to make the complaints
you should wait for minute.
Customer: I
work as a buyer for the state’s largest supplier of mining equipment. We
provide a lot of business to Innovative Widgets. I ordered 1,000 x 7 mm widgets
for delivery last Friday.
Mary: Is it Friday? Okay. We will delivery for you on Friday.
Customer: I was promised that the delivery would arrive within three
days. It’s now a week later and they still haven’t arrived. My production
manager just telephoned me to say he might fail to deliver a major order unless
the widgets arrive in the next four days.
Mary: I see you placed order yesterday? Okay. We will delivery for you
on next four days.
Customer: Please track my order reference so that you can check the
delivery details
Mary: Unfortunately, I could not have access to the tracking system.
Customer: What can you do for me? Are you a genuine customer officer?
Mary: Of course, I am. That is little bit offensive to me.
Customer: A few weeks ago a consignment of widgets arrived from
Innovative Widgets, but they were 6 mm widgets rather than the 7 mm I had
ordered on that occasion.
Mary: There was nothing I could do as Innovative Widgets’ procedures
didn’t seem to cover this issue. In addition, I don’t have any authority to
deal with this issue. Sorry about that.
Customer: I am considering going
to another supplier for your widgets even though Innovative Widgets are the
only Australian supplier. I could get them cheaper from China, but the saving
isn’t great when you add in the extra shipping costs.
Mary: I’m afraid I could do nothing.
Customer: I’m going to begin legal action if the widgets don’t arrive
today. I might order the widgets from China from now on.
Mary: Okay. You can do that.
Customer: It seems to me that you don’t want to take any
responsibilities for it. As a customer officer, at least, you need to show me
your willingness to solve the problem.
Mary: As I told you, I don’t have any authority. I would like to pass
this case onto my supervisor.
Customer: Mary, What is your role you could do.
Mary: In this case, nothing I can do.
Customer: I don’t want to tell you anymore. I am sure you are not an
eligible staff member.
Mary: You can’t say that. I have done my best at all.
Customer: No, I don’t think so.
Mary: I would like to accuse you of irritating me and offensive remarks.
2.
Role play -
2
Mary: Hello,
this is innovative widgets. Mary is speaking. How can I help you?
Customer: Hello. How are you? I’m complaining
about delivery
Mary: I’m
good. What’s problem? I’ll try to fix
for you.
Customer: I
work as a buyer for the state’s largest supplier of mining equipment. We
provide a lot of business to Innovative Widgets. I ordered 1,000 x 7 mm widgets
for delivery last Friday.
Mary: is it Friday? Could you tell me order number?
Customer: 12345
Mary: Please wait a minute. I try to contact the delivery department. I
put in wrong date. That’s why arrive late. I offer you sincere apology. I will
rearrange your delivery date so that you can receive the items within two days.
Unfortunately, I don’t have any authority to give you a discount, but I will
request my supervisor to offer you a 15% discount on the items as a token of
apology.
Customer: That sounds great. Due
to the faulty delivery, my organisation has gained some loss of benefits and
credits. But the offer is reasonable
Mary: I am really sorry for the inconvenience again. I will make every
endeavour to conform to you expectations and needs.
Customer: I really appreciate that. I will ask my boss to maintain
business relationship between us.
Mary: Thank you for your understanding. Have a lovely day.
Customer: Thanks. You too.
3. Coaching plan for customer service team member
Coach
|
Manager
|
Equipment:
|
Projector
,laptop, handouts,
|
Date
|
19/8/2014
|
||
Aim of Session
|
Customer complaints
dealing with skills
|
||||||
Session Plan
|
|||||||
Issues
|
Description
|
Resources /tools /equipment
|
|||||
·
Mary’s unprofessional decorum to customer.
·
Hold waiting time for customer service.
·
Misunderstanding of customer’s needs and
argument with the customer.
·
Accusation of being unreasonable as Innovative
Widgets due to leader position in market.
·
Mary’s incompetence in tracking orders or
reordering the products.
·
Innovative Widgets’ problematic procedures that
deal with this issue.
|
·
Courtesy greeting to customer and provision of
staff’s name.
·
Carefully
listen to the customer complaints.
·
Never argument with the customer.
·
Apologise for product late delivery.
·
In the case of all the details about the complaint, request
the customer’s preference to deal with the issues.
·
Provision of a 10% discount on the value of the
faulty product up to a maximum value of $25.
·
Information on Customer Service Manager’s duty for
complaints involving injury. Agreement of a suitable time for the Customer
Service Manager to call the customer.
· Customer
Service Manager’s duty for uncovered complaints in the above procedures.
Agreement of a time for the Customer Service Manager to call the customer.
· Product and
service knowledge.
· Product
tracking system.
|
Projector ,laptop,
handouts,
White board and marker,
Tea, coffee, light
refreshments
|
|||||
댓글 없음:
댓글 쓰기