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COMPLAINTS OFFICER FF5 The participant takes the perspective of a Complaints Officer who must ascertain the details surrounding a customer’s grievance before deciding whether to refund the customer’s purchase price or take some other action. This exercise assesses those parts of handling staff and customers that are related to critical thought and analytical skills as well as to interpersonal skills. Resources: Resource Person Number of Participants: 1 Suitable for: n Junior Management n Middle Management n Sales Personnel n Public Sector Timings Instructions 5 minutes Participant Preparation 10 minutes Questioning 15 minutes Decision Making 1–2 minutes Optional Resource Person Questions 5 minutes Assessable Competencies Planning & Organisation l Problem Analysis l Judgement l Decisiveness l Oral Communication l Listening l Motivation l Tenacity l Resilience Price Per Brief Participant Guide £15.00 Assessor Guide £30.00 |
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