Trusted by 2+ million users, 1000+ happy students everyday
Showing pages 1 to 1 of 3 pages
Case 1A Mike Aranjo is a recent graduate from a three-year business diploma program at a Toronto college. His area of specialty is marketing, but he hasn’t been successful in finding his dream job yet in marketing. It’s now eight months after graduation, and he reluctantly decides to take a call-centre job at Miratel Solutions Inc. in North York(his mother knows the manager, so he didn’t even apply for the job).On his first day at CallPro, Mike is scheduled to take a six-hour training course called “Dynamic and Effective Customer Service”. He arrives at the CallPro office about five minutes late, because the subway was having problems. His new manager Sandra Fairley has already begun the training session with two other employees.“We’ve already begun Mike, so can you grab a seat quickly? Thanks,” Sandra says.“Yeah, it wasn’t my fault, the subway had a delay,” Mike mumbles, slouching into a seat at the back of the room.“Lesson 1, Mike: don’t make excuses at work – take responsibility for things you’re responsible for,” Sandra says. “As I was saying,” she continues, “today’s training gets you thinking about excellent customer service in the following three ways...”Mike feels defensive and angry. He almost tells Sandra to chill. It’s not his fault the subway was delayed! Plus, Sandra is a friend of his mom’s, so why is she giving him attitude?The first half of the six-hour training goes well. The three new employees, including Mike, are shown the “scripts” they will use on their phone calls this week. They’re also given instruction in how to use their voices (i.e. tone, pronunciation) to sound friendly on the phone. Finally, they’re given instruction on how to close a sale and how to deal with people who are unhappy.On his lunch break, Mike is sitting in a corner of the office lunchroom with hisheadphones on. His music is pretty loud and he’s enjoying being able to relax. He’s not really feeling like going up to anyone and introducing himself or being overly friendly. He sits by himself and eats his sandwich.Eventually, one of the other two employees going through training today comes over. She smiles and asks if she can sit down. Her name is Laura.“Go cray-cray,” Mike says sarcastically, “enjoy yourself!”“Thanks Mike. So what’s your story?”Mike and Laura talk for about five minutes – it turns out Laura went to the same college as Mike, but two yeas earlier. Laura looks at her watch. “It’s time to go, Mike. Training’s starting again.”“I doubt she’ll notice if we’re a few minutes late,” Mike says, looking to see what Laura’s reaction will be.“Well, I’m not going to piss off Sandra on my first day. See you there,” Laura says before getting up and heading back to the training room.
Found this document preview useful?
You are reading a preview Upload your documents to download or Become a Desklib member to get accesss