Log and triage a day of customer requests

What is going on

Bec Thornton is on leave and you are covering the front counter and the phones for the day. It is the last week before the first rates instalment falls due, so calls are heavier than usual. Overnight the online form has delivered five new requests: wandering dogs on Wattle Street, a missed recycling bin, a request for a payment arrangement, a complaint about parking enforcement on market day, and a raised footpath slab outside the Marlow Flat primary school where a child has tripped. Two customers are waiting at the counter, one of them upset about a parking infringement.

Your brief

Log every request received during the day in the Customer Request System with the correct category, priority and department, escalate the urgent safety matters, handle the upset customer according to the charter, and hand over a clean list of open items to Daniel Nguyen at the end of the day.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

• Read the Customer Service Charter Policy and the Customer Request Handling Procedure and note the service standard for each priority level.
• Create a record in the Customer Request System for each of the five overnight requests with a clear description, the location and the customer's details.
• Assign a priority to each request using the procedure, and set the footpath trip hazard and the wandering dogs as Urgent or High with reasons in the notes.
• Reassign any request that has been routed to the wrong department and add a linked note for the second department where two are involved.
• Serve the upset customer at the counter: explain the infringement review process, record the interaction, and log the request without disclosing any other person's details.
• Telephone the Works Supervisor about the School Lane footpath and record the call and the agreed action in the request notes.
• Update the customer who reported the missed bin with the outcome and close the request with the outcome recorded.
• Prepare a handover list of open requests, their status and due dates for Daniel Nguyen.

What someone in this role would produce

• Five new records in the Customer Request System with category, priority and notes
• A written record of the counter interaction with the upset customer
• An end-of-day handover list of open requests and due dates