In my current job for a mail-order company, I work as part of a team, processing orders received and liaising directly with our customers by telephone to handle and resolve any problems or queries. While administration forms the majority of the workload, there’s also a lot of customer contact. Recently, my manager took the decision to hire a new team member who had a lot of very valuable customer-facing experience but not so much administrative experience. While the new member of staff clearly needed no help dealing with customers on the telephone, it was obvious from the start that she was clearly struggling with the administrative side of things. As one of the most experienced members of the team, my manager asked if I could take this lady under my wing and help her to resolve the administrative difficulties she was having. Over a period of several days I took the time for her to initially shadow me in the work I was doing before moving on for me to let her do the work herself under my careful observation. She learned very quickly and within the week she was fully up to scratch and has since become an invaluable member of the team.