MC CONSULTING
“Quality Communication Consultations”
Consulting Team Report Form
Team Name: “Customers Come First” Report Date: 08/19/00
Meeting Dates: Every
Tuesday at 5:30pm in the library
Absences: No
Absentees
Summary of
Discussions / Work Done: (Use
additional page if necessary)
We decided that our
team name was not a major priority to be worrying about. We thought that our slogan could be an
excellent team name so that is what we chose to use. Our main focus at this meeting was preparing the five questions
that we are going to use for our personal interviews with customer service
managers or representatives. Heaven
might not be able to partake in any of the personal interviews so to better
educate herself she is looking at all the stores web sites and trying to find
their customer service information that they post on the web.
Discussion of Team Work Process:
Our group is working
well together in the terms of what we want to do for the project. The main confrontation that we have is
trying to find time to meet at a decent time to get ourselves organized for everyone
but we think that we came up with a solution.
The next time we meet we are going to split into groups and work on
different parts of our presentation in order to organize our information. We feel that dividing up the jobs will ease
the meeting and make it run smoother.
Assignments for Future Work / Deadlines:
We are heading to
Galesburg within the next week and a half to do our personal interviews with
the customer services departments:
Tracy, Ken and
Amanda: Target, Wal-Mart, Staples, ShopKo
Kathy, Amber and
Heaven: Sears, JCPenney, Bergners and K-Mart
We will be asking
these five questions:
1. What kinds of training program for customer service did you
receive when beginning your job?
2. What policies do you have in dealing with customer complaints?
(For example, return policies)
3. Are there any incentive programs for upset or irate
customers? (To keep them happy!)
4. What would your store do in the following scenario?
A
customer was walking down the isle, when they accidentally bumped the shelf
causing an item to fall off and break.
What is your policy?
5. If you were to start your own training program, what would
your main focus be and why?
In our next meeting
we are going to review these answers as well as begin to work on our pitch
presentation and paper!
Submitted by: Tracy
McKeown and Amanda Louck