Marking Guide
Assessment Task 2 – Manage and develop team Candidate’s name | | Phone no. | | Assessor’s name | | Phone no. | | Assessment site | | Assessment date/s | | Time/s | |
Outcomes
Did the candidate: | Satisfactory | | Yes | No | Participate in two role-plays observed by the assessor: * handling customer complaints * managing under-performing team member? | | |
Performance indicators Did the candidate: | Satisfactory | | Yes | No | Demonstrate ability to consult with customers to resolve complaints using active listening: * asking questions * paraphrasing/summarising * using verbal prompts * maintaining good eye contact (if appropriate). | | | Apply techniques and strategies for resolving complaints as contained in or exemplified by procedures, for example: * assuming the customer is telling you the truth * never arguing with a customer * being honest if you don’t know the answer to a question * acknowledging the customer’s feelings, but concentrating on the facts | | | * apologising if appropriate * asking the customer how they would like to see their complaint resolved * offering what the customer wants (if within your authority) * explaining what you are authorised to offer * explaining referral procedures to handle non-routine enquiries and complaints (candidate should discuss arrangements to have manager contact customer to discuss and resolve complaint as per procedures)? | | | Demonstrate ability to develop human resources (team members) by monitoring performance to recognise areas for improvement, for example: * knowledge of procedures * training * stress relief, amended work schedule, etc? | | | Demonstrate ability to develop human resources (team members) by improving the team members’ ability to provide quality customer service to customer specifications and organisational policy