Role-play with Mary

Task 2 BSBCUS501

Coaching session with Mary role-play.

Meeting minutes
Date: 06/10/2021 Time: 45 minutes

Attended by: Mary: ___________________ (Trainer’s name)

Student (you): __________________________(name)

# Agenda
1 Reasons for under-performance
(2-3)
2 Policy and procedures for
handling customer complaints
3 Techniques for dealing with
different types of customers
according to their needs
4 Techniques for solving customer
complaints
Discussed
-Lack of growth opportunities.
-Lack of variety.
-Lack of communication.
We arrived at a compilation after brainstorming:
-Listen to the complaint. Accept ownership of the
problem.
-Be understanding.
-Record the complaint.
-Make sure you have all the facts.
-Discuss options for fixing the problem.
-Keep your promises.
-Be quick.
-Follow up.
We found 5 types of clients in common, and we
named them as shown below, in addition we agreed
on a brief solution for when cases arise.
1. The irate customer: be calm throughout the
call.
2. The talkative customer: focus on the reason
why the customers called.
3. The mistaken customer: Be polite as you
explain to customers how the solutions you
recommend can help them better.
4. The elitist customer: assert that you are
qualified to fix their issues but do so in a
polite manner.
5. The positive customer: Just continue giving
the best service to them and they'll likely to
stick to your brand.
We accomplished 7 important steps in order to solve
the issue as fast and as polite as possible:
1 - Listen to the complaint

BSBCUS501 Task 2
December 2020
VZ
Role-play with Mary
Task 2 BSBCUS501
2 - Record details of the complaint
3 - Get all the facts
4 - Discuss options for fixing the problem
5 - Act quickly
6 - Keep your promises
7 - Follow up

5 Agreed actions for improvement -Proper training and advice to the representatives
with timelines (2-3) and agents (weekly-2021)
-Incentive extra bonuses to excellent feedback
provided by the costumers

Signatures:

Student’s name______________ Trainer’s name: ___________________

_____________________ __________________________

BSBCUS501 Task 2
December 2020
VZ