Business English: Participating in meetings 2.
Summary
TLDRIn a meeting at Quartz Power Group, HR Manager Paul initiates a discussion on a new training program for the call center, prompted by customer complaints and loss. David, involved in market research, presents mixed feedback highlighting poor customer service. Anna, responsible for customer service teams, is skeptical about a complete training overhaul, suggesting a review of current practices. Maria, tasked with developing the training, agrees to a sensitive approach, starting with a report review to determine necessary improvements.
Takeaways
- 📝 The meeting is about a new training program for the call center at Quartz Power Group.
- 🤔 David was involved in market research and is expected to summarize the findings.
- 💼 Anna is responsible for customer service teams and is concerned about the training approach.
- 🏢 Maria will be developing and running the training program.
- 🔍 The market research was conducted to understand customer feedback and reasons for customer loss.
- 😞 Customers are not satisfied with the service provided by the call center, leading to a loss of business.
- 🤔 The research aimed to gather feedback on the company and its services, not just customer profiles.
- 🛠️ There is a debate on whether the issue is with staff service or the systems in place.
- 🔄 Anna suggests that starting from scratch with training might be a waste, as staff are already trained.
- 🔍 The team considers reviewing the current training approach and possibly implementing new protocols.
- 📚 Anna and the HR manager agree to review the full report to decide on the necessary actions.
Q & A
What is the purpose of the meeting in the script?
-The purpose of the meeting is to discuss a new training program for the call center based on the findings from market research.
Who are the participants in the meeting and what are their roles?
-The participants are Paul, the human resources manager; David, who was involved in market research; Anna, who oversees customer service teams; and Maria, who will be responsible for developing and running the training.
What was the main issue identified in the market research?
-The main issue identified was that customers were not satisfied with the service they received from the call center, leading to a loss of customers.
Why was the market research conducted?
-The market research was conducted to gather customer feedback on the company and its services, particularly in response to customer complaints and a decline in customer retention.
What is Anna's initial reaction to the idea of a new training program?
-Anna is concerned about the potential waste of time and money, suggesting that a refresher course might be sufficient rather than starting from scratch.
What does Paul suggest as a possible approach to address the issues?
-Paul suggests starting with a review of the current training approach and looking at what needs to be done to address the problems identified in the survey.
What is Maria's role in the development of the training program?
-Maria's role is to develop and run the training program, ensuring it is implemented sensitively and effectively.
What does David provide during the meeting?
-David provides a summary of the main points from the market research, highlighting areas where customers were not satisfied.
What is the next step suggested by Paul and Anna?
-The next step suggested is for Paul and Anna to review the full report together to decide what needs addressing, whether it's more training or a complete systems overhaul.
What is the final decision on how to proceed with the training program?
-The final decision is not made in the script; it is suggested that Paul and Anna will review the report and then decide on the necessary actions.
What materials does Paul have to assist in the review process?
-Paul has copies of the report, which they plan to use to start with the highlights during the review process.
Outlines
📊 Introduction to the Training Program Meeting
Paul, the HR manager at Quartz Power Group, initiates a meeting to discuss a new training program for the call center. He invites David, who was involved in market research, to summarize the findings, Anna, who leads the customer service teams, to provide insights on the training approach, and Maria, who will be responsible for developing and running the training. The meeting begins with an overview of the purpose, which is to address customer dissatisfaction and loss, identified through mixed feedback from market research.
🔍 Market Research Findings and Customer Feedback
David presents the main points from the market research, revealing that while the feedback was mixed, there were clear issues with the call center service, leading to customer loss. The research was conducted to understand why customers were unhappy and leaving for competitors. It is clarified that the research aimed to gather customer feedback on the company and its services, not just customer profiles. The discussion highlights a common complaint about the quality of service from the call center staff.
🤔 Analyzing the Causes of Customer Dissatisfaction
The conversation delves into the specifics of customer dissatisfaction, with a focus on whether the issue lies with the staff's service or if there are systemic problems within the company's processes. Anna suggests that while staff training is necessary, starting from scratch might be excessive and wasteful, considering they all receive initial training. The possibility of insufficient monitoring and the need for a refresher course or new protocols are considered as potential solutions.
📝 Planning the Next Steps for Training and Improvement
The team agrees to review the current training approach and consider the need for additional training or a complete systems overhaul. Anna expresses the need to examine the full report before making decisions. Paul offers to work with Anna to identify the necessary actions to address the problems highlighted in the survey. Maria is prepared to develop and implement a training program that could sensitively deal with the issues at hand. The meeting concludes with the distribution of the report's highlights for further analysis.
Mindmap
Keywords
💡Human Resources Manager
💡Training Program
💡Market Research
💡Customer Feedback
💡Customer Service Teams
💡Refresher Course
💡Customer Profiles
💡Systems Overhaul
💡Protocols
💡Review
💡Highlights
Highlights
Paul, the HR manager at Quartz Power Group, initiates a meeting to discuss a new training program for the call center.
David was involved in market research and is asked to summarize the findings.
Anna's customer service teams are the focus of the training program.
Maria is responsible for developing and running the training program.
Market research was conducted due to mixed customer feedback and a loss of customers in the region.
The research aimed to gather customer feedback on the company and its services.
Customers are not satisfied with the call center service, leading to a switch to another supplier.
There is a debate on whether the issue lies with staff service or the systems in place.
Anna expresses concern about the potential waste of time and money in starting training from scratch.
It is suggested that the current training approach be reviewed to address the survey's problems.
Anna and Paul agree to review the full report to determine the necessary actions.
The discussion considers whether additional training or a complete systems overhaul is needed.
Paul offers to provide copies of the report to start with the highlights.
The meeting aims to find a sensitive way to deal with the training needs without unnecessary expenditure.
The importance of monitoring staff activity and implementing new protocols is highlighted.
The meeting emphasizes the need for a thorough review to avoid making uninformed decisions about training.
The team is committed to finding a solution that improves customer satisfaction and retains clients.
Transcripts
[Music]
Paul is the human resources manager at
Quartz Power Group he has called a
meeting with some of his colleagues to
discuss a new training program right
shall we get
started well we're here to talk about a
new training program for the call center
David I asked you to come because you
were involved in the market research we
did so I thought you could give us a
short summary of The findings and Anna
obviously it's your customer service
teams who will be affected by this yes
exactly so we thought you might have
some ideas on the best way to approach
the training program and Maria will be
developing and running the
training okay David could you run us
through the main points from the
research sure um we worked with a market
research agency over a period of a few
weeks to gather information about our
customers and what they thought of us
and the results were well mixed sorry
can I just check why was this research
done had there been complaints or some
complaints yes but also we are losing
customers in the region and we wanted to
know why sorry I'm not sure I understand
was the research about getting customer
points of view or about customer
profiles it was to get customer feedback
on the company and its services right I
see so the results showed a few areas
where customers were not happy one of
the most common how shall I put it
issues was with the call center I see
can you be more
specific well basically it seems that
customers feel they are not getting good
service and they are leaving us for
another
supplier right so are you saying
customers are leaving us because of the
service from the staff or could there be
other reasons
too I mean could it be that we haven't
got very good systems in place for our
staff yeah could be Anna look I have no
problem with giving the staff a
refresher course but starting completely
from scratch seems like a waste of time
and money they all receive training when
they start
anyway yes that's a good point Anna and
we don't know yet if we will have to
start from scratch it may be that we
haven't done enough to monitor their
activity and that a simple refresh of
course will be enough or it may be that
we have to look at customer the contact
from start to finish and try to
implement some new
protocols
Maria yes that's right I'm sure there's
a way of dealing with it sensitively
Anna I realize it's not easy for you to
suggest more training for your staff so
I wondered if we could start with a
review of the current training approach
and look at what we need to do to
address the problems brought up in the
survey yes we could do that but I would
need to look at the full report first of
course um Anna I understand your point
about possibly wasting time and money so
perhaps you and I could look at the
report together yes okay and then we'll
be able to decide what needs addressing
and how if it's more training or even a
complete systems
overhaul good idea uh I've B in copies
of the report perhaps we could start
with the highlights
first
تصفح المزيد من مقاطع الفيديو ذات الصلة
This is a SALES MANAGER?! // Andy Elliott
Business English B1 - B2: Participating in meetings 1
Training Service Excellence
Why Customer Service Agents are Heroes | Online Call Center Agent Soft Skills Part 18
Call Center Actual Application | Mock Call | Final Interview | Kuya Reneboy in Metacom Part 3
Japanese Customer Service: Part 1
5.0 / 5 (0 votes)