dealing with complaints/ customer service/ business meetings
In groups of three to five, look at one of the roleplay cards then tell the group who you are but not any other info from your card (yet). You are the senior management of a software company. You will be having a meeting to decide on new guidelines for how your call centre staff should deal with complaints from customers.
Role cards
| You work in the legal department. You think the most important thing is that the call centre staff don’t say anything that could be taken as accepting responsibility. |
| You are from the accounts department. You think the most important thing is to deal with calls as quickly as possible or use automated systems like automated switchboards and recorded messages so that the number of call centre staff can be cut to reduce costs. |
| You are from the sales department. You think that call centre staff should use all calls as a chance to upsell by pushing upgrades to the software. |
| You are the manager of the customer service department. You think that the most important thing is for the staff to be polite. |
| You work in the R&D department. You think that complaints from customers should be used as an opportunity to get as much information as possible on what is going wrong with the software. |
When your teacher stops you, report back one thing your meeting agreed on and see what the rest of the class think.
Look at all of the cards and ask about anything you aren’t sure about, working together to make statements supporting that thing each time.
Make your own ranking of those five things, then compare with other students.
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