Reference no: EM134028439 , Length: Words count:750
Assignment:
Scenario
You are acting in Emily Burr's role as Coordinator Customer Contact while she is on extended leave. You report to the Leader Customer Experience, Di Cormack.
Customer Mr Portch lodged a complaint. He was not happy about missing the App launch and he was also unhappy with the level of service he received from Alex.
As is with most organisations, Plan2go regularly record customer telephone interactions to improve customer service.
Upon review of this interaction, it was decided that action needed to be taken to avoid future loss of business from this highly valued client.
A meeting was held between yourself, and Di Cormack, Leader Customer Experience Crew. A decision was made that Plan2go would offer Mr and Mrs Portch an all-expenses paid trip to attend the launch of the new App in Brisbane. This would include two return airfares, airport transfers, accommodation, and meals for two nights.
Di Cormack has requested that you follow up with this matter and to keep her informed.
I first response was to make a phone call to Mr Portch whereby you outlined the proposed solution. Mr Portch was satisfied with this offer and accepted the all-expenses paid trip to Brisbane.
Task 1
Following Plan2go Customer Complaint Policy, draft an email to Mr and Mrs Portch. Use the Plan2go email template to formulate an apology, outline the proposed solution and confirmation of Mr Portch's verbal acceptance of the offer. Ensure you follow the writing style as directed in the Plan2go style guide. Snip and past a copy of your email in the space provided.
Answer should be a minimum of 150 words but no longer than 250 words.
Task 2
Complete the Plan2go Complaint Management Register and attach this to an email to Di Cormack, advising her of the outcome. Include the strategies you will implement to ensure Alex will meet Plan2go customer service standards in the future. Snip and past a copy of your email in the space provided. Attach the completed Complaints Management Register to this assessment.
Task 3
As Alex's manager you review the recorded customer interaction. Draft an email to Alex outlining what she did incorrectly during the telephone conversation and giving her tips and strategies to help her meet the Plan2go Customer Service Standards. Snip and past a copy of your email in the space provided.
Answer should be a minimum of 150 words but no longer than 250 words.
Task 4
Send an email to Di Cormack to obtain approval of your plan to monitor Alex's performance and progress toward meeting Plan2go organisational requirements. You must explain your monitoring plan in detail. Snip and past a copy of your email in the space provided.
Answer should be a minimum of 150 words but no longer than 250 words.