Assessment Event 2: BD Corp Customer Service Team Leadership Analysis

This assignment presents a case study analysis focusing on BD Corp, a company providing support services to international students. The case study centers on the appointment of a new Customer Service Team Leader and the challenges faced by the team members: Johan, Rio, and Michael. The analysis includes interviews with each team member, exploring their emotional intelligence, stress management techniques, and perspectives on the new workload. The assignment requires an evaluation of the team's dynamics, identification of issues related to workload, and the development of strategies to improve customer service and employee well-being. It also examines the importance of emotional intelligence in leadership and customer service roles, highlighting the need for effective communication, stress management, and conflict resolution within the team. The goal is to understand the challenges within the team and propose solutions for the new customer service team leader to effectively manage the team and enhance overall performance.

Running head: DEVELOP AND USE EMOTIONAL INTELLIGENCE
DEVELOP AND USE EMOTIONAL INTELLIGENCE
Name of the Student
Name of the University
Author Note

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Interview with Johan
Interviewer: How are you feeling with this new workload?
Johan: This is a new condition and I am happy for the company’s growth however, the
new workload is very much hectic for me and I am trying to cope up with this situation. I
need to be more cautious about the mistakes I am doing and need to accept the situation
and focus on the proper service providence in short time.
Interviewer: Why do you think you are making mistakes?
Johan: I think I am more focused with the proper service providence and not following the
time limit for each call. Hence, the condition leads to the chaos in my end. This leads to the
mistakes I am doing.
Interviewer: What do you think the way to resolve the condition?
Johan: On this factor I can be able to state that the mistakes can be controlled if the focus
can be converted to the time frame of each call and also revising all the service provisions
we are providing to the customers.
Interviewer: Thank you Johan for your time and sharing of thoughts.
Johan: No problem.
Interview with Rio
Interviewer: How are you feeling with this new workload?
Rio: I am feeling quite good in this situation as it lets me feel that I am actually working
and helping the students in proper way. However, it can be stated that the high workload is

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quite stressful as we cannot have any time to relax.
Interviewer: What is the process for you to eliminate the pressure and stress?
Rio: I take at least 30 minutes break to smoke and that is the only thing that helps me in
relieving from this stress. It works as stress reliever for me.
Interviewer: Do you think this is a proper resolve for this situation?
Rio: Actually the proper resolve would be employing more people for the service in order
to sustain against this workload and that is lacking from our company so if we need to
work in this hectic situation some kind of distraction would be needed. Smoking is the only
distraction in this case for me.
Interviewer: Nice to talk to you Rio, thank you for your time.
Rio: My pleasure.
Interview with Michael
Interviewer: How are you feeling with this new workload?
Michael: It is been very much hectic for me however, I can take the pressure as Rio is
taking it as the priority. I am also focusing on the priority of the students and providing the
support they require.
Interview: Do you think this is the right way to do the task?
Michael: Prioritising the student needs is the most important aspect in the support
providence. However, I also think I need to find my own way to cope with the workload.
Interviewer: What would be the way you think work accordingly?
Michael: I think I should take my own time and work smart to avoid the stress and also

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providing the proper support to the students. On the other hand I should be able to find the
actual way to properly handle the situation without hampering my mental condition.
Interview: Thank you for your time Michael.
Michael: Welcome.