Scenario 1 Dissatisfied With Customer Service Deborah Mills

Scenario 1: Dissatisfied With Customer Service Deborah Mills Compliance Training Manager, Seeking a Change, LLC Welcome! Seeking a Change, LLC requires its employees to complete annual Compliance Training on Conflict Resolution. All employees must complete the module by July 31 and pass with at least 85%. Employees may re-take a module up to 3 times. Click to advance to Scenario 1: Dissatisfied with Customer Service Get Started

Scenario 1: Dissatisfied With Customer Service Scott Fillmore, Team Member Seeking a Change, LLC A top international Import/Export customer of Seeking a Change, LLC is angry over what he perceives to be inept service. He was escalated to Scott Fillmore. Scott has reviewed the trouble ticket documentation. Based on company policies and procedures, click the choice below that you believe Scott should follow. Which is the best choice for managing the conflict? Choice 1 Scott should identify the customer’s problem then propose a solution that satisfies the customer. Choice 2 Since both Import Reps have supporting documentation for the actions taken by the company, Scott should stick with the decision(s). Choice 3 After listening to the Customer, Scott should (1) acknowledge the claims, (2) state the customer’s issue’s clearly and precisely, (3) offer a solution to the customer’s immediate problem, and (4) explain the process and offer assurances.

FEEDBACK Choice 1 This choice partially addresses the problem, but there is a better choice that is more comprehensive. Back to Scenario

FEEDBACK Choice 2 This choice does not align with company Conflict Management Compliance Training. Back to Scenario

FEEDBACK Choice 3 This is the best option as it aligns with company Compliance Training and follows company policy and procedures as it takes positive steps toward managing conflict. Go to

Scenario 1: Dissatisfied With Customer Service wrap-up Scenario 1: Dissatisfied With Customer Service illustrates how employees can apply skills gained from the Conflict Management Training to solve real problems. More resources on conflict resolution