WORKPLACE

COMMUNICATION
BSBCUS402A – Address Customer Needs

CPW2B Workplace Communication

Student Name Madhu Sudan Thapa

Student ID ATMC 200352

Workplace Communication
BSBCUS402A – Address customer needs
Assessment 3

You may work on this assessment in pairs with another student if you wish.

Scenario
You are a help desk / ICT officer. You have been contacted by one of the staff via the telephone. Rosa is
basically computer illiterate, and a basic-English speaking European. Rosa has only been in the country
for approximately 12 months, and joined the company approximately 4 months ago.

Rosa is having problems connecting her Laptop to the company network since an automatic upgrade to
the system has meant that every time she logs on to the network, she is asked to change her password.
The system did not have any problems, but since an automatic update there has been several issues.

You are to answer the telephone in the manner as designated by your supervisor. Use your skills learned
on-the-job to deal with the customer and sort out the log-on issue.

Task:

Below you will find a script of what Rosa might say. Fill in the blanks with what you will say at each step
of the conversation. You can add extra dialogue for Rosa and you if you wish.

You: Good day!! Welcome to IT help desk, this is Madhu Sudan Thapa speaking, how may I help you
today?

Rosa: I am Rosa. I work in the service area, and I do ordering of spare parts on a laptop computer. But I
not able to connect my computer to the office network. When I try, it always asks me to change my
password, and still it not work. I changed my password five times already, and I not able to get into stock
system. I getting very cross with this computer.

You: I understand your issue that you are not being to able to connect your computer to the office
network and even after you changed the password it is not letting you into the stock system. And I am
sorry for that you have to face this problem. Let me just give me a minute to put your details into my
system and I will try to resolve your problem right away.

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Rosa: OK how you going to help me?

You: I saw in my system that your login is not accepted. Right now, would you stop upgrading going on
at the background if there is any and I am sending you an email with a new link to reset your password.
If this link cannot help you to login into system then, I might have to dig deeper to your problem and
consult with my team leader.

Rosa: So how long will this be? I very behind with my ordering, and my boss he not happy with me. But
it not my fault – it problem with the laptop.

You: I understand you need this problem to be fixed as soon as possible as you are already behind for
your ordering. Keeping this in mind, with the help of my team leader, we will fix this issue as soon as
possible, will not take more than half an hour.

Rosa: I hope to hear from you very soon. I am extension 2134. You can ring me when you done fixing the
problem.

You: Thank you very much for understanding, Happy to help and I would ring you as soon as the
problem is fixed.

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