Before the meeting:

·         Familiarise yourself with Mary’s case (Appendix 2).

·         Prepare 2-3 questions to ask Mary to understand her perspective.

·         Prepare a coaching session to address:

o   How to handle complaints focusing on techniques for dealing with different types of customers according to their needs (e.g. dealing with small customers compared to dealing with significant customers such as Yore Mine Co.)

o   Policy and procedures to handle customer complaints (Appendix 3)

During the meeting:

·       Make Mary feel comfortable, do not be judgemental.

·       Ask Mary questions to understand her perspective

·       Coach Mary

·       Agree with Mary on a plan to improve her performance (2-3 key actions with timelines)

After the meeting:

·       Record the outcome of the meeting with Mary:

o   Reasons for under-performance (2-3)

o   Agreed actions for improvement with timelines (2-3)

The trainer and assessor will observe and evaluate your performance during the Role-Play.

Duration: 30 minutes

If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to undertake the Role-Play. You may only reschedule once.

A classmate will play the role of Mary during the Role-Play. Observe and evaluate the performance of the student.

·         Print the Observation checklist before the Role-Play.

·         Make sure to adjust this document to allow enough space for comments and feedback.

·         Discuss the requirements of the Role-Play with the student to make sure that he/she is clear on what is expected.

·         Observe and evaluate the performance of the student during the Role-Play using the checklist provided

·         Ask the student to answer the support questions in this document and provide feedback

·         Discuss the feedback with the student

·         All parties to sign and date

·         The student to submit the observation checklist with his/her assessment

You will be looking for the student’s demonstrated ability to apply knowledge and skills required to help colleagues overcome difficulties in meeting customer service standards and use relevant policy and procedures for customer service.

·         Is familiar with Mary’s case (Appendix 2)

·         Has prepared questions to ask Mary

·         Has prepared a coaching session to include how to handle complaints and policy and procedures to handle customers’ complaints

o    Coaches the employee on:

§  How to handle complaints focusing on techniques for dealing with different types of customers according to their needs (e.g. dealing with small customers compared to dealing with significant customers such as Yore Mine Co.)

§  Policy and procedures to handle customer complaints (Appendix 3)

o    Follows a logic sequence in the coaching session

o    Takes into consideration the learning preference of the employee

o    Confirms understanding of the process with the employee

o    Asks and answers questions

o    Is able to practically demonstrate the skills or to provide practical examples (for instance application of the compliant policy)

o    Listening actively

o    Questioning

o    Building rapport

o    Empathising

o    Summarising and reflecting

o    Staying focused

o    Being non-judgemental

o    Being open-minded

o    Create a clear path towards the improvement of customer service performance

o    Define agreed on goals for improvement

o    Enhance commitment to improvement

o    Agree on accountabilities, responsibilities and consequences of non-performing

o    Improve the employee performance to support the achievement of customer service standards in the team

·         Is satisfied that the employee will improve the skill he/she was coached on

Overall satisfactory response to the Task and Actions  required.

2) Stress is pf their family problem

(Xu, et al., 2019)

1) Improving his behaviour

2) Improving his skill

2) Stress is pf their family problem

Overall satisfactory response to the Task and Actions  required.

The responses provide supporting evidence of knowledge and skills required to support colleagues overcome difficulties in meeting customer service standards: Yes ☒  No ☐

Satisfactory     ☒     Not Yet Satisfactory  ☐  

_______________________________________________________

Assessor name……Joseph Raja S.……………………………………………………….

Assessor signature:  ………………………… Date:July’22……………