The Customer Complaint Situation™ is an interactive team exercise that raises awareness of behaviors that contribute to high-quality service while building participants’ consensus decision-making skills.  Before you invest the time and money to train a new employee, test your applicants for skills like:

• Customer Service Skills and Experience
• Complex Problem Solving

This test provides the answers you need to make informed decisions.

Want more information about this test?  Get it now.  Please REQUEST MORE INFO and we’ll reply promptly.

Not the perfect fit?  No problem.  We have many similar tests to choose from.  See alternatives in the CRITICAL THINKING AND REASONING, TEAMWORK and CUSTOMER SERVICE category section of our site.

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What is The Customer Complaint Situation?

The Customer Complaint Situation is an interactive team exercise that teaches participants about ways of effectively resolving customer complaints while building their consensus decision-making skills. The exercise challenges participants to identify the best sequence for carrying out 18 activities that are critical to effectively handling a customer complaint.

How does the Customer Complaint Situation work?

Participants sequence the Customer Complaint Situation activities first on an individual basis and then with a group. Individual and group solutions are then compared to the experts’ solution and rationale based on the customer complaint literature. Comparisons between individual solutions and the experts’ solution indicate how well they are exercising their knowledge, experience, and skills with respect to handling customer complaints and
complex problem solving. Comparisons between participants’ individual scores and their team’s score indicate whether they were able to achieve synergy by fully using and building on their collective knowledge and skills.

The exercise takes approximately 1½ to 2½ hours to complete, including scoring and debriefing.

Applications

The Envisioning a Culture for Quality can be used as an icebreaker, central activity, pretest/post-test, or follow-up activity for programs focusing on:

• Customer service
• Problem solving and decision making
• Team development

The exercise can also be used as a tool for:

• Developing product or service representatives
• Establishing effective procedures for resolving customer complaints
• Initiating improvements to existing customer service policies and practices

Who should experience Customer Complaint Situation?

The Customer Complaint Situation is particularly appropriate for those who hold product- or service-oriented roles, deal directly with customers or clients, or are members of quality improvement teams.

 

 

 

 

 

The Customer Complaint Situation is a registered trademark of Human Synergistics®, Inc.