Genuine Wrath proof reading please. What do you think...

Two examples demonstrate my commitment to improve customer service, enhance staff development and my suitability for the roll.:

I volunteered to TDA in the absence of my line manager and was immediately involved with helping two members of staff. The first felt pressured dealing with customers as she didn?t feel confident in using Jsaps. I spent time with her on a one to one basis, gained her confidence, listened to her problems and defined her specific needs. When my manager returned, I proposed extra training that I felt should be considered. This was acted upon and gave my colleague the knowledge and confidence to be more competent using the system.

The second example involved the threat by a customer to ?write to the papers? and contact the ?DWP ombudsman? over a problem we had caused. My first task was to set my colleagues mind at rest. I obtained permission to authorise a clerical payment, apologised to the customer who decided not to pursue the complaint. I took my colleague aside and discussed the various options available. We decided that keeping calm, using a firm but even voice and recognising that a call for help from a colleague was acceptable were appropriate forms of action. I let her listen to my conversations with difficult customers and persuaded her to allow me to listen to her. Again knowing there was support immediately lifted confidence. She was able to continue to take calls and there was no need stand her down.

Posted By: DrDublin, Dec 18, 17:01:45