Examples of group discussion method

A customer service manager recruitment example

Discussion topics and plan design

Suppose you are the customer service manager of the Shenzhen marketing center of a famous brand air-conditioning manufacturer, responsible for your Customer service work for all the company's directly owned stores in Shenzhen. Your work process is as follows: First, each store will transmit the information to the customer service department after the customer places an order, and the customer service department will complete the subsequent delivery, installation, collection of remaining payment, debugging, tracking and other work.

Now, the customer service department receives an order from a specialty store and needs to deliver and install it to a customer who lives in Xiangmi Lake. As a customer service manager, how would you arrange follow-up customer service activities? Please design a plan, the more detailed the better. (This is the first question)

However, things did not go as smoothly as you imagined. First, your delivery fleet broke down on the road, so that the air conditioner was not delivered until the evening. At the customer's home, it was a full half a day later than the time requested by the customer. During the installation of the air conditioner, it took an extra half day because of the special structure of the customer's room. Some impolite behaviors of the installation workers during the construction process aroused resentment from the customer's family. What's even more frightening is that after the air conditioner was installed, the customer found that the air conditioner made too much noise, so he refused to pay the remaining payment. As a manufacturer, you know that the sound of your air-conditioning products is so loud that it is tolerable, but the customer does not think so. He firmly believes that the product is substandard and even asks for a return. Your deliveryman tried every possible means to persuade and explain, but the customer just refused to pay, and the contradictions tended to expand. Things have come to a point where you have to take action. Before you come forward, the requirements given by your superiors are:

1. No returns;

2. The maximum charge is 200 yuan;

3 , Prevent the situation from expanding and spreading.

What strategy will you adopt? Please each draw up a plan. You have 15 minutes to discuss and prepare.