Reference no: EM133451646

Case Study: Staff meeting The following resources are required to complete the role-play. A meeting room (or classroom used as a simulated meeting room) Additional resources as required - chairs, tables, laptop, projector, screen, PowerPoint presentation, handouts Learner instructions You are running a staff meeting on the three new customer service procedures you have created in Task 1 of Assessment C_Project. Use the meeting agenda that you created in Task 2: Staff meeting agenda in Assessment C_ Project to communicate the new customer service procedures to staff. You must have at least three staff members (or students/colleagues in a simulated environment) attending the meeting. Your assessor will also attend the meeting. Organise a time and date with your attendees and your assessor. Provide the meeting agenda to all attendees prior to the meeting. Organise the time and date of the meeting. Organise any additional resources you require for the meeting such as laptop, projector, PowerPoint presentation, chairs, handouts, etc. In the meeting you must cover all the meeting agenda items as per Assessment C_Project, Task 2.3 to 2.8. These are provided for your reference again here.

Questions: Outline and clearly explain all three new customer service policies/procedures. Include information about the purpose, standards, customer service procedures and how monitoring and collection of feedback will occur. Ask for employee feedback on each of the three new standards and procedures. Identify ways for each new policy/procedure to be monitored. Discuss how the new policies and procedures will be made available to customers. Allow for questions: Do employees have any changes they would like to make? Any suggestions for improvements? Any issues? During the role-play, you are required to demonstrate the following skills and knowledge. Discuss customer service needs with staff. Communicate any new practices to staff. Use questioning and listening techniques to gain staff feedback. Provide opportunities for staff to participate in development of customer service practices. Complete the role-play.