Reference no: EM132570221
Assessment Task - Project and Role-paly
This task requires you to assume that as the Operations Manager responsible for ensuring delivery of quality services, you have decided to review a sample of quotes provided by customer service staff to customers to determine whether the information contained in the quotes is correct and has been sent to customers according to the required timelines.
Once you have completed your analysis, you are required to meet with the customer service team to advise of any issues you identified through your review, as well as actions to be taken to ensure quality customer service. You will also be required to demonstrate your ability to problem solve through unexpected information provided your customer service team.
Instructions:
o Please use the "Template for a Report" (given by your trainer) to complete this assessment.
o Your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.
Complete the activities below.
Activity 1. Analyse delivery of company services according to quality and delivery standards.
• Review all of the following documents:
- Customer emails and responses sent by the customer service staff
- Customer Service Policy and Procedure
- Ozhouse Clean List of Services
• Check whether the response times for delivery of the quote is in accordance with timelines specified in the customer service policy and procedure.
• Check whether the information provided within the quote is correct as per the Ozhouse Clean List of Services.
• Make notes on any variance in response times or correctness of information. This information will need to be shared at the meeting with the team.
• Identify and make notes of actions to address any issues with response time or correctness of information to discuss with the team at the meeting. This may be an immediate action/s or actions to be completed over a period of time.
Activity 2. Conduct a service delivery analysis meeting.
• Meet with your team (this will be your assessor) to:
- Outline response timelines and information requirements as included in the customer service policy and procedure and list of services.
- Explain any variances identified through review of the email correspondence.
- Outline proposed actions.
• During the meeting, you will need to demonstrate effective communication skills including:
- Speaking clearly and concisely
- Asking and responding to Problems
- Active listening techniques
• At the meeting, your assessor will also give you some unexpected information, which you will need to discuss and identify additional or revised actions. These should be discussed in the meeting and then confirmed in the email as per the activity below.
Activity 3. Follow up meeting and record all documentation.
• Following the meeting, you are required to send an email to the customer service team, summarising the meeting outcomes, as well as all agreed actions.
• Your email must:
- be typed and be written in clear and concise English
- must summarise the meeting outcomes including what was discussed and actions to be taken.
• Create an appropriate folder for this assessment task establishing folders as you would if you were storing this information on a workplace computer. Folders must be logical and well-organised and you will be assessed on this. Save your files within these folders and provide a screenshot of the folders and their contents to your assessor via email.