You are a customer service representative. A customer approaches you to request a refund for a product or service they purchased.

The company you work for recently changed its refund policy. Previously, refunds on products or services below the value of $100 were given automatically, without questioning reasons for the return, if the product was undamaged and not used/consumed. Refunds on products or services over the value of $100 were only given if the product was faulty or for other reasons as required under Australian Consumer Law (ACL).

The new policy has lowered the automatic refund value to $50. It was implemented one month ago. All other conditions have remained the same. All refunds over $50 must be approved by a manager. Managers also have the authority to give refunds for situations outside of ACL legal requirements if they feel the situation justifies it.

During the role-play, you are required to demonstrate the following skills and knowledge.

·       Establish and agree on the nature and details of conflict with all parties and assess impact.

·       Manage conflict within the scope of own role and responsibilities, and according to organizational procedures.

·       Take responsibility for seeking a solution to conflict within the scope of own role and responsibilities, seeking assistance where required.

·       Identify and evaluate the impact of conflict on business reputation and legal liability.

·       Evaluate options to resolve the conflict, taking into account organizational policies and constraints.

 

·       Communicate effectively to resolve the conflict.

Answer rating: 100% (QA)

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