Assignment T1 - Taqa

Topics: Customer service, Customer, Sales Pages: 11 (2448 words) Published: March 24, 2012
|Candidate |Alan West |Assessor |Carolyn Baker | |Date |17th October 2010 |Workplace |Taylor Hobson | |Observation ( |Witness discussion |Professional discussion  Product  Reflective Account  | | | | |It is a busy time in Alan West’s department. I am observing Alan during this period. | | | | | |During my observation, Alan’s phone rang. He answered in accordance with company guidelines, announcing who he is and the department | | |he works in. He answered in a very polite assertive way, using the telephone correctly. Alan greeted his internal customer in an open | | |and friendly manner. He quickly checked the AS400 to see what the lady likes to be called – Alan said this makes customer service more | | |personal and they are impressed by this. The caller, a lady, was from a motor company based in Valencia, Spain. The lady is angry that| | |she has received a drawing which has some incorrect details on it. Alan works to calm the customer down by remaining confident and | | |focused on what the caller is saying and listening actively for clues. He makes positive sounds in response to the caller which shows |R/601/1209: | |her that she is being listened to. Alan is careful not to do or say anything which could make the problem worse, i.e by responding in an|1.1, 1.2, 1.3, 1.4, 1.5, | |aggressive manner. He reassures the customer that he will deal with the issue as a matter or urgency. Alan explains to the customer |1.6, 1.7, 1.8 | |what is going to happen now - he told the lady he needs to check the drawing on his computer drive which is his version of what has been|2.1, 2.2, 2.6 | |sent out. After checking it, Alan asks the lady if she would like to hold or be called back as he needs to speak with a colleague, the | | |chief mechanical engineer, in order to try and resolve the problem. The lady asks if she can be called back within the hour and Alan |R/601/1212: | |agrees. He ends the call again by checking that the lady still has his name, she confirms that she does. Alan emails the drawing to |1.1, 1.2, 1.3, 1.5, 1.9 | |his colleague and puts a read receipt on it. Within one minute, a message pops up on Alan’s email telling him that the message has been|2.6 | |read. Alan chose email as the most appropriate form of communication this time as his colleague needs to see the drawing. Alan now | | |calls his colleague to check he has all the required information and that he has received and understood what has been sent to him. | | |His colleague confirms that the information is clear. | | | | | |Between Alan and his colleague it is quickly established that the drawing is correct, but they believe that the customer is...
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