Implementing an Efficient Customer Feedback and Resolution Process for Enhanced Customer Satisfaction

Assessment Task

As a Coordinator, you are responsible for leading a team of staff that drive continual improvement. You are required to be familiar with many different processes and procedures. The work that the team undertakes places the customer at the heart of everything the team does.

You have been tasked with improving an internal process that you will need to deliver to the team. The team may not be receptive to the new change, and you will need to cover and consider all points of view when implementing the process.

Assessment

As a Coordinator, you are responsible for leading a team of staff that drive continual improvement. You are required to be familiar with many different processes and procedures. The work that the team undertakes places the customer at the heart of everything the team does.

You have been tasked with improving an internal process that you will need to deliver to the team. The team may not be receptive to the new change, and you will need to cover and consider all points of view when implementing the process.

What you need to do

As a Coordinator, you are responsible for leading a team of staff that drive continual improvement. You are required to be familiar with many different processes and procedures. The work that the team undertakes places the customer at the heart of everything the team does.

You have been tasked with improving an internal process that you will need to deliver to the team. The team may not be receptive to the new change, and you will need to cover and consider all points of view when implementing the process.

Key Considerations

You are to prepare a presentation outlining how you will you implement the change.

In preparing your presentation, please consider:

• How you would plan and implement the change

• How you would prepare and manage your staff – including staff that may be resistant to change

• What other challenges you may face and how you would handle them
• How the internal change will improve customer service

Note

We are assessing your ability to:

• Commit to Customer Service

• Deliver results
• Plan and Prioritise
• Think and Solve Problems