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Question: cricket equip sells cricket supplies and equipment through its web...

Question details

Cricket Equip sells cricket supplies and equipment through its web site to customers throughout Australia.

As the newly appointed Operations Coordinator of Cricket Equip, you are responsible for a small team of people, including three sales staff that are responsible for assisting customers with their enquiries and processing orders. 

The Sales Manager of the company has asked you to identify ways of improving customer service, as there been several complaints from customers recently. 

Complaints received have been analysed and the main themes identified in complaints are as follows: 

  • Customer service staff are unable to provide adequate product advice.
  • Customer service staff are not friendly at times. 
  • Lengthy wait times on the telephone to discuss products or chase up deliveries. 
  • Differences between delivery time stated and actual delivery time.

To address this issue, you have decided to conduct a meeting with the sales team to discuss the issue and possible customer service improvements to address the complaints.

Note that the company has an annual professional development budget for each staff member of $1,500.

Complete the following activities: 

 

1. Prepare for meeting

The first part of this assessment requires you to review the scenario information above, access and review the Staff Code of Conduct provided in assessment templates section in canvas and conduct research using the Internet. Find ways that customer service can be improved and what best practice customer service is.

You should also research opportunities for professional development in customer services, such as formal training courses or workshops. Identify at least one training opportunity that falls within the allocated budget and present for discussion at the meeting. 

Use the above information to provide an analysis of customer service issues relevant to the staff in the case study, as well as possible improvements that could be made. 

The staff that you will be required to present to are a diverse group of individuals with varying levels of language and literacy skills. You will need to consider as part of your meeting preparation how you will ensure that the information you provide is presented to facilitate maximum understanding and participation of all team members. 

You will also need to consider techniques you can use to build trust and confidence within your team. Your assessor will assess you demonstrating your ability to communicate to a diverse audience, adhere to the Staff Code of Conduct as well as build trust and confidence during the meeting you conduct with staff. 

 

2. Prepare an agenda for the team meeting. 

As a minimum, this should address your analysis of the complaints, your ideas for improvement and an opportunity for the team to contribute ideas, as well as a discussion on training needs. 

Use the Agenda Template to guide your work.

Your assessor will provide you with the date and time the meeting should be held so that you can include this information in your agenda. 

The meeting will need to be at least 10 minutes in duration.

Upload the agenda in Canvas

 

Using the provided email template, write an email to the team members involved in the team meeting (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce yourself as the new Operations Coordinator and introduce and summarise the contents of the attachment seeking feedback and ideas to be presented at the meeting. Mention in the email that you have attached the meeting agenda to the email.

Your agenda needs to be provided to the meeting participants at least three (3) days prior to your allocated meeting time. 

Change the email template file name to “Email to the team members – pre-meeting”.

 

3. Conduct meeting

You are to conduct the meeting based on the agenda that you have prepared, making sure you conduct yourself in line with the Staff Code of Conduct.  

Your assessor will observe you conducting the meeting. 

As well as addressing the meeting content as outlined below, you will also need to demonstrate throughout the meeting your ability to communicate with diverse groups, as well as to build trust and confidence with your team. To do this, you will need to use the techniques you identified in the first part of this assessment including, as a minimum, clearly presenting information; asking questions to confirm the team’s understanding and encouraging feedback, especially with regard to customer service training needs; as well as being receptive to new ideas and respecting the views of others. 

As set out in the agenda, as a minimum you should ensure that the meeting addresses:

  • A discussion of the main themes of the complaints.
  • Complaints are dealt with integrity 
  • A discussion of ideas for customer service improvement, to inform your ideas about customer service conduct research on features of excellent customer service.
  • An opportunity for staff to contribute feedback on how customer service can be improved.
  • Discussion of training needs associated with customer service, as well as opportunities for training identified. 

During the meeting, you should also display the following:

  • Leadership and encouragement for the team to support the organisation’s code of conduct.
  • Adjust interpersonal styles and methods to meet the organisation’s social and cultural environment.
  • Display knowledge, confidence and clarity to gain the trust of the meeting participants.

 

4. Prepare a meeting report using the provided Agenda template.

Develop a brief report (three to four paragraphs) of the outcomes of the meeting held, as well as your recommendations for action.This report is to be sent no later than 3 days after the meeting.

Upload the meeting report in Canvas; this report is to be uploaded no later than 3 days after the meeting.

 

5. Write an email to the Manager (your Assessor) using the provided email template.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and discuss the ideas that you believe would be most effective for improving customer service.

It should also suggest a meeting to discuss these matters.

Mention in the email that you have attached your meeting report to the email. Change the file name from email template to “Email to the manager” and upload it in Canvas.

 

6. Write an email to the team (your Assessor) using the provided email template.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should update your team on the outcomes of the meeting (assume that your manager has given the go-ahead for all of your ideas).

The email text should advise them of the improvements that will be implemented, including the training they will need to participate in.

Change the file name to “Email to the team members- post-meeting” and upload this in Canvas.

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