lawrencedhillon Assessment Task 4: Role Plays Task summary This assessment requires…Assessment Task 4: Role Plays
Task summary
This assessment requires you to undertake a series of role-plays to demonstrate your ability to manage quality customer service policies and procedures.
You are required to do the following.
Role-plays are to be conducted in an actual or simulated workplace environment.
All participants must be briefed on their roles and the desired outcomes of the role-play prior to commencing the activity.
Role-plays can be recorded for further analysis and discussion with the consent of all participants.
Complete the role-play.
Answer all the questions.
Role-play 1: Staff meeting
The following resources are required to complete the role-play.
A meeting room (or classroom used as a simulated meeting room)
Additional resources as required – chairs, tables, laptop, projector, screen, PowerPoint presentation, handouts
Conduct role-play
Learner instructions
Q.1: You are running a staff meeting on the three new customer service procedures you have created in Task 3. Use the meeting agenda that you created to communicate the new customer service procedures to staff.
You must have at least three staff members (or students/colleagues in a simulated environment) attending the meeting.
Your assessor will also attend the meeting. Organise a time and date with your attendees and your assessor.
Provide the meeting agenda to all attendees prior to the meeting.
Organise the time and date of the meeting.
Organise any additional resources you require for the meeting such as laptop, projector, PowerPoint presentation,
chairs, handouts, etc.
In the meeting you must cover all the meeting agenda items.
Outline and explain all three new customer service policies/procedures.
Include information about the purpose, standards, customer service procedures and how monitoring and
collection of feedback will occur.
Ask for employee feedback on each of the three new standards and procedures.
Identify ways for each new policy/procedure to be monitored.
Discuss how the new policies and procedures will be made available to customers.
Allow for questions: Do employees have any changes they would like to make? Any suggestions for improvements? Any issues?
During the role-play, you are required to demonstrate the following skills and knowledge.
Discuss customer service needs with staff.
Communicate any new practices to staff.
Use questioning and listening techniques to gain staff feedback.
Provide opportunities for staff to participate in development of customer service practices.
Complete the role-play.
Question and answer
Q.2: What were the positives and negatives of the meeting?*
Q.3: What would you improve the next time you communicate customer service procedures?*
Q.4: What suggestions did staff members have to improve the customer service procedures?*
Q.5: Were these suggestions feasible? Why/why not?*
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