BSBCUS402A - Address Customer Needs: Workplace Communication Solution

This assignment solution addresses a workplace communication scenario where the student takes on the role of a help desk/ICT officer. The scenario involves a staff member, Rosa, who is experiencing issues connecting her laptop to the company network after a system upgrade. The assignment requires the student to engage in a scripted telephone conversation with Rosa, demonstrating effective communication and problem-solving skills. The solution includes the student's responses at each stage of the conversation, offering technical guidance and support to resolve the password and network connectivity issues. The student suggests solutions like using Google Smart Lock and updating network drivers. The solution also references academic sources to support the recommendations and provides a professional and empathetic approach to customer service. The goal is to guide the customer through the troubleshooting process and ensure a satisfactory resolution to the problem. The solution emphasizes the importance of clear communication, technical knowledge, and a customer-centric approach in a workplace setting.

Workplace Communication
BSBCUS402A – Address Customer Needs
CPW2B Workplace Communication
Student Name
Student ID

Workplace Communication
BSBCUS402A – Address customer
needs
Assessment 3
You may work on this assessment in pairs with another student if you wish.
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:
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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: Hello Ryan Sebastian here. How can I help 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: It is a problem related to session expiry. Your computer is getting logged out from the
office network frequently because the session timeout span is very less(Keyton et al., 2013).
Your password can not be stored by the network. The network may not have the feature of auto
login feature.
Rosa: OK how you going to help me?
You: I suggest you to use GOOGLE smart lock feature(Scalisi, 2015) to automatically save the
password for that particular website. It will help your laptop to get recognized when connecting
to a website. You can do this for the log in page of your network and can log in to your network
with one click. Network drivers of your laptop needs to be updated.
Rosa: How can I use GOOGLE smart lock feature ?
You: when you log in to any website by using chrome browser you can see a pop up notification
on the top right corner of your laptop screen. Just click on the save password option and you will
be fine to go.
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: This will take half an hour. I will come down and update the LAN driver and network
drivers. It is not your fault. The recent upgradation in network is to be blamed. It will be solved
as soon as possible.
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Rosa: I hope to hear from you very soon. I am extension 2134. You can ring me when you done
fixing the problem.
You: I will solve the problem soon. You will be notified once the problem has been solved from
network administrator side. Driver software of your laptop will be updated and you will be fine
to carry on your work within an hour.
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References
Keyton, J., Caputo, J. M., Ford, E. A., Fu, R., Leibowitz, S. A., Liu, T., ... & Wu, C. (2013).
Investigating verbal workplace communication behaviors. The Journal of Business
Communication (1973), 50(2), 152-169.
Scalisi, J. F. (2015). U.S. Patent No. 8,947,530. Washington, DC: U.S. Patent and Trademark
Office.
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