Case Study Responses Template[689]
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School
Victoria University *
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Course
SIT30821
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
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2
Uploaded by PrivateSheep3249
This document is Case Study Responses Template
It is part of the supporting assessment resources for Assessment Task 3 of BSBWOR203
Assessment Task 3
Case Study Responses
1.
Briefly explain why the issue identified in the scenario is an issue that needs to be resolved.
Because it is negatively affecting the performance and well-being of the new
customer service officer. Her lack of training and uncertainty in handling customer
issues can lead to mistakes, ineffective communication, and customer
dissatisfaction. It also impacts her personal life as she is experiencing stress and
sleep disturbances.
2.
In around a paragraph, describe what good stress is and what bad stress is.
Good stress, also known as eustress, is a positive form of stress that motivates
individuals and enhances their performance. Bad stress, or distress, is a negative
form of stress that overwhelms individuals and impairs their functioning.
3.
Who should the stressed customer service officer speak to?
The stressed customer service officer should speak to her immediate supervisor or
manager about her concerns and stress-related issues. The are responsible for
overseeing the employee's performance and well-being,
4.
In around a paragraph, describe what the stressed customer service could ask for in terms of
changes that would address their situation.
Enhanced training to improve skills in handling customer issues.
Clearer understanding of company policies and procedures regarding customer
concerns.
Guidance and support from a mentor or experienced colleague in challenging
situations.
Regular feedback and performance evaluations to monitor progress and identify
areas for improvement.
Implementation of a support system or regular team meetings for open discussion
and shared learning among employees.
5.
Who, outside the organisation, could the stressed customer service officer ask to assist them
with this issue should the staff member not be satisfied with their employer’s response?
If the customer service officer is not satisfied with her employer's response, she
could seek assistance from external sources such as a union representative or a
professional association related to customer service. These organizations can
provide advice, guidance, and advocacy on behalf of the employee
6.
Describe at least five steps that the new customer service officer could take to assist in
dealing with workplace stress.
a) Take breaks and practice self-care: Engage in activities outside of work that
promote relaxation.
Seek support from colleagues: Build positive relationships with colleagues and
create a supportive network where you can share experiences, seek advice, and
provide mutual encouragement.
Communicate concerns: Have an open and honest conversation with the
supervisor or manager, expressing your stress and the specific areas where you
need additional support or training.
Develop coping strategies: Identify effective stress management techniques.
Seek professional help if needed: If the stress becomes overwhelming and
persists, consider reaching out to a professional counselor or therapist who can
provide guidance and support in managing workplace stress.
Email to Assessor:
Subject: Case Study Response Attachment - Workplace Stress in Customer Service
Dear Sir,
I hope this email finds you well. Please find attached my response to the Case Study as part of
Assessment Task 3 for BSBWOR203.
In the attachment, you will find my answers to the questions posed in the case study. I have addressed
the identified issue, described good and bad stress, suggested appropriate actions for the stressed
customer service officer, identified external assistance options, and provided steps for dealing with
workplace stress.
Should you have any questions or require any further information, please don't hesitate to contact me. I
appreciate your time and consideration.
Thank you.
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