Limits of Authority

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Limits of Authority

• P6

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Lesson Objective

• Understand the limits of authority that would
  apply when delivering Customer Service.

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Starter

• What are limits of authority?
• What you can and cant do as part of your job
  role!

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Activity 1

• In teams of three, put the correct Limit of
  Authority with the correct job role.

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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. Has limited authority to offer free products. Has limited authority to offer discounts.
Line Manager/supervisor Has greater authority to authorise refunds. 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.
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Starter...

• Procedures
• Codes of practice
• Industry
• Limitations
• Authority

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Activity 2 P6
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.
• There are 2 ways of doing this
• Task 2a or - Task 2b
• Both will have the same outcome!

Progress Board
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Activity 2a P6
Lesson Objective Describe using examples the
limits of authority that apply when delivering
customer service.

• Using the template P6 on the shared area,
  complete the document in Publisher by filling in
  the boxes.
• You may add relevant pictures in the spaces!

Progress Board
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Activity 2b P6
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.
• 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?

Progress Board
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Look at your work and review what you have done
- example

• You will be looking at different elements of your
  work. You should mark a ? where you think you
  have done well.
• 1 is the top grade
• 5 is the lowest
• The grid will help you see where your strengths
  and weaknesses are.

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