Question

You are working as a Manager at ABC Company and you manage 10 junior customer service officers. You are interested in taking on more managerial roles and responsibilities. You know that the company has a program dedicated to assisting staff with self-improvement and development, as long as it is in line with the company’s main goals of improving customer service and providing an exceptional experience to all customers. You can see current employees’ skills and knowledge below:

	Roles and responsibilities	Current skills and knowledge
Junior customer service officers	Ensuring customer satisfaction through reliable and timely customer service Receive and handle both initial and escalated consumer enquiries Manage client accounts and follow up with outstanding payments Liaise with stakeholders	Excellent communication skills and committed to achieving customer service of the highest standard; Ability to relate and personalise responses for each consumer experience Proficient Microsoft Office skills Attention to detail & demonstrate active listening Experience in retail and welcome

Current 2 senior customer service positions are still vacant. Senior customer service officers’ key responsibility areas:

• Provide guidance to the customer service staff to ensure all customer needs are met.
• Work with the Customer Service Team to deliver optimum service to our internal and external customers within the agreed timeframes.
• Assist in the development of strong working relationships across all departments and raise awareness of the support the Customer Service Team can provide to service delivery.
• Assist with building the capacity and attitude of the customer service staff to provide exceptional customer service.
• Assist with the development and implementation of the Customer Relationship Model.
• Actively participate in developing and implementing customer service systems which will improve the service delivery and enhance the image of ABC.
• Monitor and report on customer service protocols and identify process improvements relevant to Customer Service across the organisation.
• Provide frontline customer service including processing customer requests, receipting and switchboard operation.
• Train staff in all aspects of their Customer Service Officer role and liaise with all departments to provide guidance on our customer service systems.
• Monitor and maintain directories and databases
• Manage the purchase, storage and allocation of stationery for the organisation to ensure adequate supplies are maintained at all times.
• Manage the roster system for all customer service staff.
• To resolve relevant problems and complaints from the public and advise management on system improvements in line with ABC.

1. Research and summaries your findings:
   What regulatory requirements, policies, guidelines, standards and resources should apply?
   
   Here is my answer:
   Normally restraining from deliberately commanding to, or coercing client choices lifestyles, values, plans, or beliefs can be an ideal way to apply.
   - Carrying out research and report findings through the process that is constant with the approved ethical and scientific standards of educational, psychological and social research practices.
   - Representation of professional competencies, experience and training correctly
   - Monitoring, maintenance, and improvement of professional competencies
   - Functioning with the limits of their experience and training
   
   The feedback from my teacher is this answer do not answer the question, which is about legislation or laws that apply to career development.
   Can some one help me out of it?

Answer 1

Q: The feedback from my teacher is this answer do not answer the question, which is about legislation or laws that apply to career development. Can some one help me out of it?

A: From an employee/career development perspective, some of the major and more impportant laws or legislations that may apply are as follows:

1. EEOE : EEOE is the abbreviation for Equal Employment Opportunity Employer. This is a federal law regulated and monitored by the Equal Employment Opportunity Commission. Under this, there are several laws or legislations upholding employee rights and safeguarding agianst discrimination:

a. Title VII of the Civil Rights Act of 1964 (Title VII) - This law makes it illegal for any employer to discriminate against any employee on the basis of race, color, religion, national origin, or sex.

b. The Pregnancy Discrimination Act (PDA) - This law amended Title VII to make it illegal to discriminate against any female employee because of pregnancy, childbirth, or a medical condition related to pregnancy or childbirth.

c. The Equal Pay Act of 1963 (EPA) - This law makes it illegal to pay different wages to men and women if they perform equal work in the same workplace. This law is pertaining to gender equality in terms of pay.

d. The Age Discrimination in Employment Act of 1967 (ADEA) - This law protects employees who are 40 or older from discrimination because of age from discrimination by any employer.

e. Title I of the Americans with Disabilities Act of 1990 (ADA) - This law makes it illegal to discriminate against a qualified person with a disability in the private sector and in state and local governments. Also, it requires employers to show reasonable flexibility and accommodation towards a qualified candidate having any physical or mental limitations.

f. Sections 102 and 103 of the Civil Rights Act of 1991 - This law amends Title VII and the ADA to permit jury trials and compensatory and punitive damage awards in intentional discrimination cases.

g. Sections 501 and 505 of the Rehabilitation Act of 1973 - This law makes it illegal to discriminate against a qualified person with a disability in the federal government.

h. The Genetic Information Nondiscrimination Act of 2008 (GINA) - This law makes it illegal to discriminate against employees or applicants because of genetic information which includes any genetic test data or medical history about an employee or their family members pertaining to any disorder or disease.

2. The Fair Labor Standards Act of 1938 is a federal labor law that creates the right to a minimum wage, and overtime pay when people work over forty hours a week. It also prohibits employment of minors. This law also pertains to record-keeping.

3. The Family and Medical Leave Act (FMLA) - The Family and Medical Leave Act (FMLA) is a federal labor law that allows an eligible employee to take an extended leave of absence from work due to illness, caring for a qualifying sick family member, the birth or adoption of a child, and military caregiving or other emergencies related to a family member's active duty service. This unpaid leave is guaranteed by law and is available to workers at companies with 50 or more employees.

4. The Occupational Safety and Health Act of 1970 - the Occupational Safety and Health Administration (OSHA) was created under this federal law to ensure safe and healthful working conditions for working men and women in the private sector and some in the public sector by setting and enforcing standards and by providing training, outreach, education and assistance.

5. Wrongful Discharge/Termination of Employment - If an employee feels that they have been wrongfully terminated from a job or let go from an employment situation, they can find out about their rights from their states wrongful discharge laws, which vary from state-to-state. Such employees can contact their state labour office or seek legal counsel. Such employees can also find out more about their job loss and health care benefits.

Employers may be required to provide certain notices to their employees under the Consolidated Omnibus Budget Reconciliation Act (COBRA), and/or the Health Insurance Portability and Accountability Act (HIPAA).

Further, under the Federal-State Insurance Program, every state administers a separate state insurance program as contemplated by federal law which acts as a temporary financial assistance to wrongfully terminated or laid-off employees who may be eligible to claim such interim benefits.