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Posted: January 31st, 2023
Assessment Description
This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.
This assessment requires you to undertake a series of role-plays to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a non-discriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.
.Assessment Instructions
The assessment must be written using an industry standard software package such as Microsoft Word, Excel, PowerPoint, etc.
All assessment must be submitted as PDF files on Moodle
Students must address all the items under each task
• Students are required to complete the tasks and submit the following task upon completion:
Your company recently changed its refund policy. Previously, refunds on products or services below the value of $100 were given automatically, without questioning reasons for the return, if the product was undamaged and not used/consumed. Refunds on products or services over the value of $100 were only given if the product was faulty or other reasons as required under Australian Consumer Law (ACL).
The new policy has lowered the automatic refunds value to $50. It was implemented one month ago.
All other conditions have remained the same. All refunds over $50 must be approved by a manager. Get research paper samples and course-specific study resources under homework for you course hero writing service - Manage rs also have the authority to give refunds for situations outside of ACL legal requirements if they feel the situation justifies it.
Use the five-step conflict resolution techniques and communication skills to resolve the customer complaint.
TASK 2
An employee is very upset when they see their roster for the next month. They had requested two days off to go to a family event and their request wasn’t met. They complain loudly to their colleagues and you overhear them say they are going to resign. They also threaten to take their case to the Fair Work ombudsman, stating they believe they are being discriminated against.
You are their team leader and it’s your responsibility to resolve this issue.
You did not develop the roster (the manager did) and were unaware they had asked for specific days off. You know the five-day period their requested days fall into is expected to be very busy. Most staff have been allocated days off before or after the busy period. Only two have been given one day during that time, one on the first day of the five-day period, and the other on the last day. The staff member requested the last two days of the busy period off; they were allocated two days after the busy period is over.
TASK 3
A customer approaches you at the bar and asks for a jug of spirits and mixers. The customer arrived about an hour ago and was joined by two others shortly afterwards. Each member of the group has purchased at least one round of drinks for the group in the last hour. They are becoming very boisterous, talking loudly and appear uncoordinated in their movements and handling of money. Under liquor licensing laws and Responsible Service of Alcohol Standards, you must refuse to serve the customer: you are not allowed to sell mixed spirits by the jug and you believe they are intoxicated.
Organisational procedures suggest the following:
Offer non-alcoholic alternatives.
Offer food from the establishment’s menu.
Explain to the customer why you cannot serve them.
Offer to resume service of alcoholic beverages after a period of time, usually one hour.
Organisational policy requires the following.
Customers who are verbally or physically abusive or threatening to customers or employees must leave the premises immediately.
The hotel always has managers and security staff on duty.
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