You are the service supervisor at a Medical Insurance company XXY. Sally is a service associate who works within your service team. On one day Sally was working hard at her tasks to complete a transaction for a customer. When she finished this task she indicated with a hand wave to the next customer to come forward to the desk. The next customer was agitated.

They had come into the office with a complaint regarding continued correspondence for a person who no longer resided at the same address. The customer complained that this was the third time they had raised the complaint and none of the staff listened. Further to this the customer complained about the length of time it "always took" to be served, that the communication style of the staff was disrespectful and that chairs should be provided in the waiting area.

Your organisation follows and is under the Australian legislative authorities and regulatory bodies such as Australian Competition and Consumer Commission, Australian Consumer Law, and Fair Trading authorities. The following organisational codes of practices were developed using guidelines and information from these regulatory bodies. Please refer to the links of these regulatory authorities to identify possible issues within the organisational codes of practices.

The following are some of the core principles of the XXY's service Code of Practice:

• Cultural diversity, and cultural competence standards
• Use of services and treatments having evidence of effectiveness
• Protection of customer privacy and confidential information
• Sound governance, service accountability, and responsible use of resources
• Systematic collection, reporting, analysis, and use of complaint and service data
• Adherence to professionally qualified standards of service
• Complying with all applicable federal and state laws

 

 a) Do you think Sally is not following the company's customer service "codes of practice"? Why or why not? Relate to the legislative context and use reference of regulatory authorities. 

 

 

 

 

 

 

 

 

b) Based on the problems that you have identified, as the supervisor what would you recommend Sally based on the codes of practice?

 

 

 

 

 

 

c) If you find several other employees doing the same, who would you consult to implement the codes of practice? 

 

 

 

 

 

d) Based on the context of this organisation, identify and outline any changes that may be required in "Codes of Practices".

 

Answer rating: 100% (QA)

a Sallys actions seem to have potentially violated some aspects of the companys customer service codes of practice Cultural Competence Sallys nonverba... View the full answer