ࡱ> dfabc%` Ibjbjٕ F1#:::::::NZZZ8LޯNLz||||||$hSn9:"::)))::z)z))~:: 0CŽZqJd0d4:0)VѻXNWgFNgNNN:::::: One Perfect Day for Customer Contact Assessment Task Cover Sheet Students Name:Employer: Please complete and check all shaded sections before mailing to the College. Make sure this cover sheet is securely attached to your Assessment Task. Please (() the type of submission (Full Submission Partial Submission Resubmission Course You Are Enrolled in (() Cert 3 Customer ContactICTCC252AICTCC352A Cert 4 Customer ContactICTCC352A Participant Declaration: I declare that the material contained in this Assessment Task is my own work. XStudents Signature: / / Supervisors Declaration: I verify that the material provided in the attached Assessment Task is the original work of the participant. XSupervisors Signature: Supervisors Name:  / / Supervisor to also complete Workplace Skills verification College Use: Comments Code: Assessment Result: % Competent % Competence not yet demonstrated Assessed By: Signature:Assessed By: Name: / / Workplace Skills Verification Have your workplace supervisor complete and sign the following checklist. Dear Supervisor, Please complete the following checklist verifying that your employee has acquired the listed skills. If you feel your employee has not yet acquired the skills and would like assistance please contact the College. Supervisors Checklist (Please mark off students ability to:) Student EmployerReceive and respond to complaints in a professional manner ( (Review options to resolve complaint ( (Identify and review relevant enterprise policy  ( (Seek specialist advice to meet customer needs within policy ( (Negotiate complaint resolution with customer ( (Advise customer of enterprise policy and any alternatives to overcoming the problem  ( (Negotiate course of action necessary to resolve the complaint with the customer ( (Record agreed action on appropriate systems ( (Offer appropriate apologies in accordance with policy ( (Follow up inquiry resolution ( (Contact customer after the event to determine satisfaction with service provided  ( (Offer further information or assistance to the customer ( (Obtain feedback from staff on the cause of the incident  ( ( Supervisors Name:Supervisors SignatureDate:Contact Day Time Ph:Students Name:Students Signature: Assessment Task Part A: Handing Customer Complaints Refer to section 5 in the One Perfect Day workbook for information on Handling Complaints to assist you with answering these questions.  Q1. Explain the difference between a dispute and a complaint.     Q2. What are some common types of complaints received by businesses?     Q3. List the main steps to communicating with a complaining customer           Q4. In your own words explain the procedures to be used in your workplace for accepting customer complaints       Q5. In your own words explain the procedures to be used in your workplace for referring customer complaints to a supervisor or more appropriate person.       Assessment Task Part B: Complaint Examples Refer to the DVD One Perfect Day and the material in the One Perfect Day workbook on Customers with Special Needs (Section 3) to assist you with answering the following questions.  Review the video tape section: If only she remembered her keys. Stop at the section of the tape that goes blue and has the title again: If only she remembered her keys. Q6. Mr Graham was incapacitated. How much do you think his injury affected his mood towards Paula?   Q7. What are some of the skills that Paula could have used to calm Mr Graham down?     Q8. What negative or bad communication is evident from Paula? and how may that have affected Mr Grahams responses to her      Play the second part of If she only remembered her keys. Stop at the section Two afternoons in one. Q9. Identify 3 aspects of customer service that Paula handled better the second time, and explain what was improved about that aspect of service? 1st aspect:  How improved:    2nd aspect:  How improved:    3rd aspect:  How improved:    Play the section of the tape: Two Afternoons in One Stop at the section of the tape that goes blue and has the title again: Two afternoons in one. Q10. What negative or bad communication is evident from Jason?     Play the second part of Two Afternoons in One. Q11. Identify 3 aspects of customer service that Jason handled well the second time? (Select different aspects than those you considered for Paula) 1st aspect:  How improved:    2nd aspect:  How improved:    3rd aspect:  How improved:    Q12. Identify the positive steps used by Jason to process Mrs Grahams complaint.        Q13. What would you have done differently to improve even further the way Jason managed the complaint?        Q14. Write a short script of how you would talk to Jason or Paula after you have observed their bad attempts at resolving the problem; and explain better approaches they could have taken         Q15. What training suggestions you would make to assist them develop their skills?       Assessment Task Part C: Customers with Special Needs Refer to the next DVD section and read the material in the One Perfect day workbook - Section 3 Customers with Special Needs.  Q16. In the DVD, although Mrs Graham was from an English speaking background, her communication difficulties were typical of non-english speaking customers. What techniques would you use to communicate with a person from a non-english speaking background?        Q17. What are some common causes for misunderstandings with non-english speaking customers?      Assessment Task Part D: Discrimination and the Law Refer to Section 4 on Discrimination in the One Perfect Day Workbook to assist you with answering the following questions.  Q18. List 3 types of discrimination that would be unlawful in regards to employment situations.    Q19. Review the following do they break anti-discrimination laws Yes / No The local leagues club refuses membership to a Sigourney because she is pregnant. A real estate agent declines to rent a unit to Marita because she is single. A private school refuses admission to Joaquim because he is South American A bakery has advertised for casual staff to work in their chain of stores. Domingo is contacted about his application, but when he tells HR Officer he has 2 small children, she says that wouldnt work out for the bakery because they need casuals to be available at short notice.  Q20. True or False Indirect discrimination is not against the law Q21. True or False Being treated unfairly because you complained to your manager about discrimination would be considered victimisation. Assessment Task Part E: Complex Complaints Refer to actual workplace examples where you can to provide examples of how you would handle the following circumstances.  Q22. Detail an example of how you have appropriately processed and resolved negative customer feedback or a complaint. In your example explain how you used good communication skills and also followed company policies.         Q23. How you would handle a situation where a complaint has been escalated to you and the customers demands fall outside of your enterprise policy of what you are allowed to agree to.          Q24. What approaches can you use to defend your organization from undue and unwarranted criticism, when the problem is outside the organizations control, but still ensure that you act to calm down the complainant, and are not seen to be passing the buck?          Q25. Identify a situation where you have not been able to resolve a complaint. What details of the complaint did you record and where, in case they later take the matter further?             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