1: We have a customer who is one of StorPlus Pty Ltd’s longest standing customers. The customer account for about 20% of the company’s overall annual returns and we can’t afford to lose this piece of business
2: The customer recently received a product from the company that did not live up to his expectations. This is the third time that it has happened to the customer and it is making him question his long-standing relationship with StorPlus Pty Ltd.
3: After a session of brainstorming, team leader divides the employees into groups and they role-play the part of the customer and the part of company employees. Time outs are given to allow the groups to reform
4. Team leader runs through two scenarios. The first one starts off with the customer being gentle and the second one starts with the customer being aggressive. A solution is found regardless of the situation. If the team is unable to come up with the best solution, the team leader goes through the process again.
5. When it is clear that there are no more solutions, team leader gathers the group to discuss the outcomes of the training session.
The managers who are in control of operational processes should consider setting up timetables for the employees who are involved in the organization. A timetable ensures clarity and efficiency. Managers should also consider corrective action in areas where performance is below par. Whether under-performance is due to employee negligence or operational misconduct, action should be taken regarding slow processes a well as other disruptions which negatively affect a company.