As a Customer Service Agent at a call centre for Rabbit-Net, an Internet Service Provider, the Participant has to deal with a customer complaint. The customer is unhappy about the level of service that they have received and has several issues that they want the Customer Service Agent to resolve. The Exercise requires the Participant to deal with the customer in an appropriate manner and to focus on their needs as well as providing solutions to their problems. The Participant is supplied with adequate information and knowledge of this industry is not required.
Competencies: Flexibility
The Participant plays the role of a Procurement Manager for DataServe plc, who has to negotiate a deal with a potential supplier of IT Training Services. The scenario is that the Company has recently invested in a significant upgrade of its computer hardware and has also chosen to standardise all of their PC workstations. The Procurement Manager, having been provided with the relevant background information, must identify an appropriate supplier for associated training and negotiate a favourable deal.
The Participant plays the role of a General Manager in a civil engineering company, Pyramid construction and wishes to negotiate a contract with a potential subcontractor. The General Manager is under pressure to secure favourable terms with the subcontractor, as the margin in the primary contract is small and there is little room to manoeuvre. The Participant is provided with details about the primary contract, the client, the requirements of the subcontract and information on competitive tenders.
The Participant plays the role of a Sales Representative for an executive office equipment and services supplier – Sentinel Office Supplies. The Participant is calling on the Purchasing Manager of a prospective customer, who has expressed an interest in their range of photocopiers. The Participant, who does not need any specialist knowledge of photocopiers (product information is provided) – needs to undertake a standard sales approach, which if successful, will result in a sale. However, the size of the sale will vary depending upon the skill level of the Participant.
The Participant plays the part of a Customer Service Representative for an IT/Telecoms services provider, Venus Communications plc, who has to deal face-to-face with a customer complaint. The situation arises after the customer has written to complain about the poor service they received. The Participant is provided with the background information relating to the situation and has the opportunity to prepare for the face-to-face encounter. Although the exercise is set in the context of an IT/Telecoms environment, the skills needed to handle the situation are the same as for any customer complaint and no specialist knowledge is required.
The Participant plays the role of an Account Manager in a recruitment consultancy, Orbit Search and Selection. A meeting has been arranged with Consec Logistics, an existing client that has until now been managed by a colleague. This colleague has resigned to join a competitor and the Participant must prepare for the meeting with Consec Logistics by reviewing records obtained from the Company’s internal Client Relationship Management database. These records suggest that the client has an urgent need to fill a number of vacancies in Operations and Customer Services. The Participant’s task is to build rapport, confirm the client’s needs, identify other sales opportunities and close the sale.
The Participant assumes the role of Strategic Development Director in a large retail plc – Kashai Incorporated. The Company has been experiencing a downturn in its performance and the Participant is told that they have been appointed to provide a clear sense of direction and to improve the performance of the Group. The Business Development Manager in their team appears to have become less committed and less enthusiastic over time and the Participant has received some highly critical feedback about this member of their team. As a result, the Participant has been asked to meet with the Manager to review their performance and to agree a way forward.
The Participant assumes the role of a shop floor Team Leader in a manufacturing plant, Castle Works. A major performance problem has arisen with a normally reliable hourly-paid employee with whom the Participant will be meeting. The problem has led to the need for a significant amount of re-work on a job and an inevitable delay to the customer. The Participant needs to establish how best to deal with the problem as well as the individual operator.
As a Team Leader at Delta Assurance, a company that sells financial products over the telephone, the Participant is asked to interview a member of staff regarding a dramatic fall in their recent performance. During the meeting the Participant has to find out exactly why the team member is not meeting their targets and decide how the problem should be resolved. This exercise requires the Participant to use their interpersonal and management skills and to establish an appropriate course of action.
The Participant plays the role of a newly appointed Managing Director of a manufacturing company who has to confront a colleague, the Production Director, about their performance, which has recently markedly declined. The Participant has also received a written complaint from the company Trade Union representative at one site, threatening to refer recent events to ACAS (the Advisory, Conciliation and Arbitration Service), highlighting the potential threat of industrial action, and questioning the Production Directors behaviour and the Company’s policy toward ethnic minorities. The Participant’s task is to gain agreement on an outline improvement plan.
