P2BA44-3
Table of Contents
Case Study
Samantha works in a call centre and shares a desk with her colleague, Juan. She likes to keep her work space clean and organised as she often needs to answer customer questions about the features of a particular product by referring to the product manual. Samantha is also signed up for email alerts about any improvements or changes to products, and regularly attends training.She has started to notice that Juan is not keeping his desk tidy, and paper and other items belonging to him are now on her side of the desk, making it harder to find the product manuals.Juan is also frequently borrowing the manuals and not giving them back, as well as asking Samantha some of his customer’s questions as he wasn't aware about any changes to products. Samantha feels like she needs to say something as it is negatively effecting her productivity.
- If you were Samantha, how would you explain the importance of being prepared to deal with customers?
- Could you suggest any helpful tips to Juan for organising his work place, and increasing his product knowledge?
- Have you ever had a situation with a customer when you either did not know the answer to a question about a product, or gave out of date information?
- How did you make sure that this did not happen again?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.