P 6 Limits of Authority Lesson Objective Understand

P 6 Limits of Authority

Lesson Objective �Understand the limits of authority that would apply when delivering Customer Service.

Starter �What are limits of authority? � What you can and can’t do as part of your job role!

Activity 1 �In teams of three, put the correct “Limit of Authority” with the correct job role.

Check your answers and write it down! Role Limit of Authority Service Deliverer e. g. Customer Service Assistant, receptionist, call centre operator • Has limited authority on refunds. Line Manager/supervisor • Has greater authority to authorise refunds. • Has limited authority to offer free products. • Has limited authority to offer discounts. • May be able to authorise discounts or free goods. • Looks after junior members of staff. • Ensures all policies and procedures are carried out by their staff. Management • May have control of a particular branch. • Makes decisions where unusual or difficult issues arise. • Can authorise any discounts or refunds. • Ensures all policies and procedures are carried out by their staff.

Starter. . . �Procedures �Codes of practice �Industry �Limitations �Authority

Activity 2 – P 6 Lesson Objective: Describe using examples the limits of authority that apply when delivering customer service. �Describe using examples the limits of authority that apply when delivering customer service. Progress Board �There are 2 ways of doing this: � Task 2 a or �Both will have the same outcome! - Task 2 b

Activity 2 a – P 6 Lesson Objective: Describe using examples the limits of authority that apply when delivering customer service. �Using the template P 6 on the shared area, complete the document in Publisher by filling in the boxes. Progress Board �You may add relevant pictures in the spaces!

Activity 2 b – P 6 Lesson Objective: Describe using examples the limits of authority that apply when delivering customer service. �Imagine you are working for Tesco. �You must write a training guide in Word that can be used to tell Tesco employees their Limits of Authority. Progress Board � Introduction: What are limits of authority? Why is it important to know what the limits to your job are? � Main Body: Using the table, say which job types have which limits of authority and why. E. g. Customer Service assistants have limited authority to give refunds because. . � Conclusion: What would happen to Tesco if limits of authority were not followed?

Look at your work and review what you have done - example �You will be looking at different elements of your 1 work. You should mark a Purpose and audience Sentence structure Vocabulary choices Presentation and layout Spelling where you think you have done well. 1 � 1 is the top grade 1 5 Punctuation � 5 is the lowest 1 1 �The grid will help you see where your strengths and weaknesses are. 1