- Mary Joined A Leading Telecommunications Company In Singapore Five Months Ago As A Customer Service Executive When She 1 (253.04 KiB) Viewed 349 times
Mary joined a leading telecommunications
company in Singapore five months ago as a Customer Service Executive. When she accepted the job, her job scope included manning the customer service hotline as well as performing counter duties. Mary is a people-oriented person, and she loves her job. She graduated with a Bachelor of Business degree from a renowned university in Singapore. Mary reports to Mr Jack Chua, the Customer Service Manager. Mr Chua joined the
company 5 years ago as a Customer Service Executive but rose to his current position after three years as Management liked his initiative, passion and determination. Mr Chua's staff however feel that he is not approachable, does not listen to them, has an autocratic management style and often spoke without thinking and feeling for his staff. Mr Chua graduated with a Bachelor of Business degree. He recently completed his Masters in Business Administration degree, which he undertook on a part-time basis with the
company's sponsorship. Recently, besides serving customers, Mr Chua tasked Mary to increase the
company's market share by encouraging customers who call in and visit the customer service department to sign up for multiple services, and to recommend their friends and family to sign up with the telecommunications
company as well. Initially, Mary thought it was fine for her to take on this added responsibility as it was a slight extension of her current job scope. With her good interpersonal and communication skills, she successfully managed to convince many customers to sign up for new contracts and services, to renew their current contracts when they expired and to recommend new customers to the telecommunications
company. One day, while Mary was giving some thought about her work and her added responsibilities, she felt it was not fair for her to continue with her added responsibilities without any compensation. She decided to speak to Mr Chua. Mary asked Mr Chua if he would consider paying her a commission for every new customer she brings in and for every new contract she successfully manages to ink. She explained that she was performing two roles, one of a Customer Service Executive and another of a Sales Executive. Mr Chua was furious. He told Mary that feedback from her colleagues suggested that while she was good when serving customers, she was rather calculative and uncooperative as a colleague, and often worked individually without communicating and liaising with the team. Mr Chua said he is now convinced that there is some truth in this feedback. He told Mary that she has to be less calculative and a better team player if she wanted to stay in the
company. Mary was speechless after hearing this but decided to compose her thoughts before saying anything as she did not want to antagonise Mr Chua further. In her heart, she thought that Mr Chua was not perfect either as his staff do not respect him for his attitude towards them. The
company places all new staff on probation for six months before confirming their appointment. Mary is soon due for her six-month appraisal, where it would be determined if the
company would confirm her. Even though she loves her job, Mary is seriously considering leaving the
company if she is given an unfair appraisal.
Topic 5: Conducting the Performance Appraisal (10 marks) 5. Recommend TWO possible raters from the multisource 360-degree feedback system who should rate Mary's performance. Provide specific reasons for each choice.