Prompts
Client Services Prompt
PARTICIPANT INSTRUCTIONS
- You have 10 minutes to review the case.
- Presentation time is five minutes.
- The presentation is reviewed by judges who will assume the role of a Lux Airlines customer.
- You may use two note cards per person for notes.
- You (student) work as a Call Center Representative for Lux Airlines, an international airline company.
PERFORMANCE INDICATORS
- Logical solution is selected and presented with positive and negative aspects of its implementation given
- Thoughts and statements are well organized and clearly stated; appropriate business language is used
- Ability to effectively communicate
- Explain an effective, efficient, and spontaneous action for customer service
- Exhibit good decision-making and problem-solving skills
CASE STUDY SITUATION
You work as a Call Center Representative for Lux Airlines, an international airline company. Your call center handles all incoming calls from the highest tiered level of their customer loyalty program – the Gold Club.
The majority of calls are customers calling with questions about utilizing their mileage points for upcoming flights. As a Call Center Representative, your responsibility is to give the highest level of customer service, while still upholding all company policies and protocols.
Your job is to listen to the client’s issues, properly evaluate the extent of their problems, and provide them with the process by which they can handle their situation. Since this is a fictitious scenario, you have the liberty to create your own process and procedure for each of the areas described above.
Your goal is to properly document the details of the request from the customer, review these areas, and ensure the customer requests will be handled quickly, efficiently, and professionally.
You will be fielding a call from a customer (judge). You should “answer the call” with the following greeting:
“Thank you for being a loyal Gold Club flyer with Lux Airlines, this is _______ (your name). How may I help you?”
Things to consider
You must present solutions to the clients’ needs while also understanding that you must not frivolously provide the customer with services that are not covered under their policy or outside the scope of the conversation.
You must address the following in your presentation:
- What the scenario is and the scope involved
- State your position and why
- Offer effective solutions for meeting the customer’s needs
Virtual Role Play
Pretend the customer (judge) is sharing the following scenario with you. Record your video as if you are having a conversation with them about their issue and responding to their issue. Feel free to assume responses from the customer for your presentation. Please also note that in looking in past records, this customer has called about this issue before, and ultimately, they are misinterpreting the company’s policies. The previous representative who handled this call accommodated their request as a one-time offer, but set expectation that this type of refund would not be offered again in the future.
Customer (Judge) Request
I am a long time Gold Club member, and I am surprised that I was not granted complimentary baggage fees for my entire family during a recent trip to Hawaii. I always bring home boxes of pineapples that include with my check-in luggage, free of charge. However, during this recent trip, I was told that the complimentary baggage fees are only available to me as the Gold Club member, and that my family is not eligible. My family’s plane tickets were booked on the same itinerary as me, so I believe this is a mistake. Will you please provide a refund for these additional baggage fees?
Critical Thinking (ML)
PARTICIPANT INSTRUCTIONS
- You have 15 minutes to review the case.
- Presentation time is five minutes.
- If participating as a team, all team members must participate in the presentation as well as answer the questions posed by the judges. Cover all the points described in the case.
- You may use two note cards per person for notes.
- Individuals/teams should introduce themselves, describe the situation, make their recommendations, and summarize their cases.
- Please answer the judges questions after the presentation.
Background Information
- The FBLA Creed states that “every person should actively work toward improving social, political, community, and family life”. Your chapter needs to plan three events in three weeks to improve the social, political, community or family life in your school/community. You will need to work with your officer team, adviser, and school administration to follow all procedures for launching these events. You are a part of a committee tasked by your chapter officer team and advisers with developing the three events and presenting them to the chapter during the next chapter meeting.
Scenario
The situation you find yourself in is being able to process through the implementing and evaluating community-oriented events to improve the lives of the students at your school. The stakeholders are members of your chapter, school, and community. You will create a plan to include the target audience, costs, supplies needed, locations, and volunteers that will then be shared as a part of your proposal. Your work will be judged by how well you have addressed the statement from the FBLA Creed, “every person should actively work toward improving social, political, community, and family life”. The committee will present to the chapter officer team (judges).
Objectives of Case Study
The individual/team must address the following in the presentation:
- Describe characteristics necessary for chapter members who work directly with the school administration and community.
- Explain the impact of proper planning, organization, and communication when making decisions representing your chapter.
- Understand the need for events that help social, political, community and family needs.
Judges’ Questions
After the presentation, the competitors will answer the following questions:
- How can you get other members involved in the planning and implementation of these events?
- What is the biggest issues you will face in getting school support for your events?
- What is the benefit of these events?
There is no right or wrong answer to the event. However, the ability of the competitor(s) to arrive at a solution, based on the facts provided should be the basis for the score. The competitor(s) should present suggestions with clarity and conviction.