This is an interactive story. Choose your responses based on how you would respond when faced with these same choices in your office.
Click [[here|Jane's Day]] to begin the story.Jane gets to work a few minutes early and signs into her computer.
As soon as she opens her Outlook inbox, she sees a [[new email|Team Leader's Email]] from her team leader.Hi Jane,
Please handle this client request from Gary/Sales. This shipment must be scheduled for pickup today.
Regards,
Stanley
First shipments are scary, she thinks to herself, something always goes wrong. Jane acknowledges Stanley's email and scrolls down to read [[Gary's email]].Hi Team,
My new client ABC Pharmaceutical would like to schedule their first shipment ASAP. They are shipping pharmaceutical samples +2/+8C and they are going to need packaging and a temp monitor.
All the best,
Gary
There is a lot of information missing. You are about to respond to Gary's email to request the missing information when the phone [[rings| Rings]]."Welcome to World Courier, this is Jane". It's a client needing to schedule an order. Just as you thought, it is going to be a busy day.
A few hours pass and you realize that you still need to get back to Gary's email. Just then a team mate asks for your help with a client issue.
What do you do?
[[Help team mate]] or
[[Escalate to team leader]]Hi Gary,
Please provide me with the following information:
Number of payload boxes & dimensions
Account number
Is this shipment hazardous or non-harzardous?
Is it a controlled substance?
Thanks,
Jane
[[A few hours later]], at 12:00 Gary respondsIt's Chris - he started 3 months ago. "Hi Jane, I have a client on the phone who is really upset. Nothing I say is working. Could you please take over the call for me?
[[Take over call]]
[[Coach Chris to handle]]
[[Escalate to team leader]] "Chris, I would love you help you, but I was sent a client request a few hours ago and I need to get back to it. Is there any chance that you can ask Stanley to help you?"
Chris looks really disappointed with her answer. She is a senior rep and would have helped, but the client has been waiting.
"Hi Stanley, can you please [[help Chris | Stanley takes over]] with this client issue, I have to [[email Gary |Respond to Gary's email]]. I have always helped Chris, Jane thinks to herself. I don't want to disappoint him because he's been such a great co-worker.
Jane asks Chris to notify the client that they will be [[transferred|This is Jane]] to a senior customer service representative. Chris speaks to the client and transfers the call to Jane.Jane wants to coach Chris so that he can feel more confident handling client issues in the future. After Chris explains the issue, Jane reviews the CS Service Recovery techniques she learned in the training.
She sits next to him and helps him to find a [[resolution]] for this client. It takes about an hour."Hi, this is Jane. My co-worker Chris told me about what happened and I will do my best to help find a resolution."
It takes almost one hour to help the client, but it was worth the effort. The client is now happy, so I can get back to [[emailing Gary | Email Gary]].Hi Gary,
Please provide me with the following information:
Number of payload boxes and dimensions
Account number
Is shipment hazardous or non-hazardous?
Is it a controlled substance?
Thanks,
Jane
[[A few hours later |Gary responds]]Hi Jane,
It's now 1500 and this client has been waiting all day. Please reach out to him ASAP:
[[Kevin Tsui]]
+886 2 3568 9830
email: Kevin@abcpharma.com.tw
He was expecting a pickup today but that doesn't seem to be possible. Please let me know the job details once set up.
All the best,
GaryKevin answers on the first ring. He is a little disappointed that he was not contacted earlier because his [[logistics department]] closes in one hour so it is not possible to pick up the shipment today.Jane gets all the information to set up the job:
(link: "Origin / Destination.")[Singapore to ORD]
(link: "Number of payload boxes.")[300 boxes]
(link: "Dimensions of payload boxes.")[38 x 28 x 10 cm]
(link: "Desired keeping temperature.")[+2C/+8C]
(link: "Ready date / time.")[Ready now]
She provides Kevin with his [[job number]] and apologizes for the delay.
1. Are you happy with the outcome of your decisions?
2. What the client happy?
3. Is there anything that you would change about the story?
4. Here's the URL to the (link: "payload volume calculator")[http://www.pier2pier.com/loadcalc/equipment.]. Find the packaging solution for your client.Chris gets off the phone and he is beaming - so proud of himself that he was able to successfully handle his first client issue. Jane feels great that she was able to help her friend.
It's 12:00 and she has not [[taken lunch|Take lunch]] or [[emailed Gary | Email Gary]].You rush through your lunch because you know that the client email is waiting for you.
As you rush back to your desk, the team leader Stanley [[waves]] you over to his desk.Stanley: "Hi Jane, how did that client email go?"
Jane: "Stanley, I'm so sorry, I haven't emailed them yet"
Stanley: "Oh Jane, it's their first shipment. Can you please [[handle | Email Gary]] ASAP? We will have to speak later about your time management skills"
Jane nods and goes back to her desk.Stanley: "Hi Chris, is the client on the phone right now?"
Chris: "Yes Stanley; nothing I say is working."
Stanley: "Don't worry, client issues are always escalated to a team leader or senior customer service representative. Tell me what's going on and I will handle."
Chris sighs with relief and tells Stanley what's going on.
[[Back to the story |Escalate to team leader]]You look at the phone because you have a choice to make:
[[Answer the phone]] because during the CS training they stressed the importance of answering before or on the third ring.
or
[[Respond to Gary's email]] because your co-workers can handle the client call.Hi Jane,
I have been on the road so I apologize that I was not able to get back to you. I have sent the client an email, but it's best that you [[contact them directly | Call Client]]. Here is his information:
Kevin Tsui
+886 2 3568 9830
email: Kevin@abcpharma.com.tw
All the best,
GaryKevin is really happy to hear from Jane because he needs this shipment picked up ASAP.
Jane gets all the information to set up the job:
(link: "Origin / Destination.")[Singapore to ORD]
(link: "Number of payload boxes.")[300 boxes]
(link: "Dimensions of payload boxes.")[38 x 28 x 10 cm]
(link: "Desired keeping temperature.")[+2C/+8C]
(link: "Ready date / time.")[Ready now]
You provide the client with his [[job number]] and explain that he can use it to track his shipment.