FACE-TO-FACE, p



FACE-TO-FACE, p. 28

This is a growing business (PackAll is headquartered in Minneapolis) with franchises in 21 cities in the U.S. The main focus of the operation is shipment and mailing via parcel post of nonperishable items. Short-term storage of personal items in air-conditioned spaces and post office boxes are available for customers.

The company must train all employees and service delivery personnel consistently; therefore, all owners or operators must sign an agreement stating that they will comply before they can become a PackAll franchise. They must complete a rigorous eight-week training program that focuses on key management and business skills needed to run a successful business and educates employees on corporate philosophy and culture.

Management offers additional tips for guiding employee development. Owners or operators must also attend a retreat every three and six months to receive additional training.

You, a new employee of PackAll, have joined the company and have your orientation tomorrow. You will learn policies and procedures, techniques for handling customers, and specific job skills.

You were told upon hiring that you would be responsible for serving customers, providing information about services offered, writing up customer orders, collecting payments, and packing and labeling orders.

Now you are ready:

Think about your skills:

1. What interpersonal skills do you currently have that will allow you to be successful?

(Student answers may include: attention to detail, quick learner, eager to please, excellent at learning and working with new techniques and equipment, good customer service skills, and empathy and good personality.)

2. What general questions do you have about handling customers?

(Students may want to know how far they can proceed with a customer without asking for management intervention.)

3. If a customer asks for a service the PackAll does not provide, how will you handle the situation? Exactly what will you say?

(Students may say: Let’s see what we can do to help you with this. I believe we can work it out for you with some input from the manager. Let’s get (him or her) over here to explain the services we do offer and see what we can do to alter those services to fit your needs.) Students may feel that they need management intervention unless they have been given authority to go ahead and make decisions.

Instructor Note 42:

Divide the class into equal sized groups (no more than 5-7 per group) and have them review the situation. Have the groups discuss the situation and come to a consensus on a course of action based on the questions at the end of the case study.

Give them approximately 20-25 minutes for discussion, then reassemble the class to discuss their opinions. Add any points you feel are pertinent.

Note: students’ answers will vary for the questions. See above for possible solutions.

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