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The Problems and Create Solutions Project
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Added on 2020-04-21
The Problems and Create Solutions Project
Added on 2020-04-21
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Assessment Task 3: Project The purpose of the project is to stimulate discussion, and sharing of information/ideasabout meeting tools and techniques, its challenges and best practice by students and thefacilitator. Participation in the class forum is mandatory to achieve competency in this unit particularlyin relation to learner’s project selected for Assessment Task 3. Purpose: Learn to effectively manage diverse and abundant information for use in projectmeets, including through sharing amongst teammates and others.Project Scenario: You work at a company called “Trucking Express” in North Sydney. Yourcompany transports refrigerated goods nationally and internationally. At the moment youhave several customers and all of them are happy except for one. He/She is from “MeatQueensland” in Brisbane, Queensland whichproducesmeat from Queensland andunfortunately every order that has been sent to them has had problems.•The first order was delayed by 24 hours.•The secondshipmentwas incorrect•The third order had the incorrect invoice report (you charged them too muchmoney)This situation is not good, your client is thinking about changing companies and using one ofyoucompetitors. You are going to have a meeting where it is up to you to......1.Reassure the client that all future deliveries will be without problems.2.Address all the problems and create solutions.3.You need to maintain a good relationship with this customer. You want them toleave happy!Role A -You work at Trucking Express, you are meeting the Queensland client who makes very large orders with your company. You want to sort out the problems and make a good impression.ProblemsSolutionsThe first order was delayed by 24 hours.Ma’am I can understand your problem and I apologize on the behalf of my whole team. I heard about the inconvenience that has been caused to you and we regret for the inconvenience and we are trying our best to sort out your problems ma’am. I tried to contact with my colleague on the previous day itself and wanted proper explanation as well. My colleague was guiltyabout it and we have looked into the matter
as well. Since there was a delay of 24 hours from our side, as per the policy our companywill be refunding you half portion of the paidamount as well. The second shipment was incorrect.Ma’am I heard about the incorrect shipment that has been made about the product. This istotally our fault and I have asked the marketing and delivery department of my company to check the shipment properly as well. I am trying to sort out the issue within a day or so. I will be sending you the correct shipment within a few days as well. Sorry for the inconvenience caused ma’am The third order had the incorrect invoice report (you charged them too much money)The invoice report that has been sent to you was incorrect and the amount that was charged from you was wrong as well. I am mailing you the correct details and trying to sort out the issues within a day or so. This was the mistake of the finance department wherein there was an issue in the network and there was confusion about the different invoices of different customers as well. Trying to sort out the issues as soon as possible ma’am. We regret for the inconvenience caused to you due to us and we apologize for the same as well. We are sorry to hear about the incident and we look forward for your support as well in the future. Role B -You are the man/woman from “Meat Queensland” meeting with “Trucking Express”. You have had problems with deliveries and hope to resolve the problem at the meeting you are attending. You are angry and upset.ProblemsSolutionsThe first order was delayed by 24 hours.I never expected such kind of service from your organization. The order that has been received by me was delayed by
24 hours and this was not accepted as well. Such kind of service is not expected from professional people like you. If such things are continuing, I have to change the company and go to some other company as well. The second shipment was incorrect.The second shipment that has been received by me was incorrect in nature and this is making me losing my temper as well. Your company is professional andsuch services are not expected from you. I want refund of the money as the shipment is incorrect and this is the second time this kind of mistake is happeningThe third order had the incorrect invoice report (you charged them too much money)The third order had incorrect report of invoice and the amount that has been charged is too much as well. I will be changing to other company and this is the last time I will be coordinating with you people as previously such things has occurred as well. I want refund of the amount along with the proper explanation of such mistakes that has caused issues to me as well. Useful phrases you could use to start the meetingAHello. Let me introduce myself, I am ................ from ................ Nice to meet you.BI don’t think we have met before. I am............... from ................ Nice to meet you too.AHow was your journey? Did you arrive here ok?BYes it was fine, there was very little trafficAPlease follow me, we can sit in my office and discuss the current problems
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