1. P6
Limits of Authority

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

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

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

5. 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.

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

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

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

9. Activity 2b – P6 Imagine you are working for Tesco.
Lesson Objective:
Describe using examples the limits of authority that apply when delivering customer service.
Progress Board
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?

10. 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. 1 1 1 1