Assignment T1 - Taqa

|Candidate |Alan West |Assessor |Carolyn Baker |
|Date |17th October 2010 |Workplace |Taylor Hobson |
|Observation ( |Witness discussion |Professional discussion  Product  Reflective Account  |
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|It is a busy time in Alan West’s department. I am observing Alan during this period. | |
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|During my observation, Alan’s phone rang. He answered in accordance with company guidelines, announcing who he is and the department | |
|he works in. He answered in a very polite assertive way, using the telephone correctly. Alan greeted his internal customer in an open | |
|and friendly manner. He quickly checked the AS400 to see what the lady likes to be called – Alan said this makes customer service more | |
|personal and they are impressed by this. The caller, a lady, was from a motor company based in Valencia, Spain. The lady is angry that| |
|she has received a drawing which has some incorrect details on it. Alan works to calm the customer down by remaining confident and | |
|focused on what the caller is saying and listening actively for clues. He makes positive sounds in response to the caller which shows