Workplace Communication BSBCUS402A – Address customer needs Assessment 3 Scenari

Question

Workplace Communication

BSBCUS402A – Address customer needs

Assessment 3

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:_____________________________________________________________________________________________________________________________________

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:_____________________________________________________________________________________________________________________________________

Rosa: OK how you going to help me?

You:_____________________________________________________________________________________________________________________________________

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:____________________________________________________________________________________________________________________________________

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

You:_____________________________________________________________________________________________________________________________________

NOTE: PLEASE I WANT PROPER ANSWER THANKS

Explanation / Answer

Answer :

WORKPLACE COMMUNICATION : Your conversation with your customer should start as follows :

You: Hello ma'am, Good morning/Good Evening/Good Afternoon. My name is Alex Ryan, an ICT officer from the customer support team of the company. How may i help you, ma'am ?

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: Okay, ma'am. Thank you for breifing the issue to me and sorry for the inconvenience which you had to face. I assure you to be helped about this problem to your satisfaction.

Rosa: OK how you going to help me?

You: Actually, the problem of connecting your Laptop to the company network is due to an automatic upgrade to the system recently, due to which every time you log on to the network, you are asked to change your password. Infact, the system don't have any problems, but since an automatic update, there has been several issues. I have forwarded the issue to our maintenance team and the problem is being worked upon. Soon everything will be back to normal.

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 can totally understand your concern, ma'am. The maintenance team will be able to solve the issue within an hour. As soon as the problem gets solved, i will inform youo so that you can continue your work.

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

You: Sure, ma'am. I will call you as soon as the problem gets resolved. Thank you for calling to the customer support team. Have a nice day !

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