Reference no: EM133501444

Scenario

Plan2go was contacted by phone by a suburban dance company to organise a quote for an upcoming dance tour to the USA. The quote would need to include airfares, accommodation, and transport costs to the dance workshops at various locations. The contract was potentially worth thousands of dollars and more, depending on the number of families travelling.

Tye, Customer Contact Officer, advised the dance company that it was outside our normal market space and recommended a competitor specialising in this type of travel. The dance teacher seemed happy with this information. Tye noted the dance teacher's number and name on a scrap piece of paper.

Tye later mentioned the telephone interaction in the lunchroom. You are concerned about Tye's response to the potential client as the job is well within the expertise and knowledge of Plan2go.

Read tasks carefully and then answer.

Roleplay

You are the Coordinator Customer Contact (Emily Burr's role as outlined in Organisational Chart), the other people are members of the Leadership Team for Customer Experience, you have invited Tobias to join you to in his role as Leader, People & Culture.

Leadership Team member information:
Di Cormack - Leader Customer Experience: Mature woman, four years on the job, efficient and reliable, oversees the whole team but relies on i and Lil to help manage the two key subgroups.

Tracey Holden - Key Account Manager: Mid-thirties woman, year, and a half on the job. Cheerful, keen.

Tobias Ukestock - Leader People & Culture: Middle-aged man, five years in this role. Approachable, quick to produce solutions.

i am seeking their feedback on the strategies you intend to implement to address the poor customer service provided by Tye and to prevent the same situation from occurring in the future.

Task 2

Consider what strategies you could implement to help Tye improve his levels of customer service. Discuss with your team these strategies and seek their advice on any others which may be suitable. You need to be able to explain to this team, the standard of service you want Tye to reach. Use listening, questioning techniques, such as open and closed questions, and paraphrasing, to obtain feedback from the team and confirm understanding. Ensure you take your team members strengths and experiences into account.

Task 3

Have a verbal conversation with Tye (one of your classmates) outlining what he did incorrectly during the telephone conversation and giving him tips and strategies to help him meet the Plan2go Customer Service Standards.

Your assessor will use Part 5: Observation Checklist Task 5 to assess this task.

Task 4

Use the Plan2go email template to draft an email to Di Cormack Leader Customer Service Crew, informing her of the customer service issue. Explain the steps you will take to solve this issue and provide recommendations how Plan2go could improve their customer service. Snip your email and paste into the text box.