Untitled Storyboard
Öykü Penceresi Metni
- Slayt: 1
- Scene: 1
- Ryan from the technical support team and Emily from customer service begin to argue due to a bad customer review on the delays in retrieving items for pick-up.
- Slayt: 2
- Scene: 2
- More bad customer reviews begin to pop-up during this argument and the conflict between Ryan and Emily becomes more aggressive and unproductive. The manager Samantha watches this unfold from a far.
- Slayt: 3
- Scene: 3
- I wanted to address a concern I’ve noticed: there seems to be some tension between you and Ryan from technical support. . I’d like to understand more about what’s been happening from your perspective.”
- It is so frustrating when they receive tickets for orders that we mark; based on priority they take a long time with tickets that are marked as high priority.
- Samantha conducts individual meetings to sort out the conflict between Emily and Ryan in order to improve the quality of customer service within their business. This conflict has been impacting the collaboration between the two teams which ultimately impacts the relationship between Emily and Ryan. Emilys meeting is first and she shares her perspective.
- Slayt: 4
- Scene: 4
- Just to clarify, you feel that technical support may not be fully considering your assessment of customer needs, which impacts the way your team is perceived?
- Yes, that is correct
- Samantha makes sure she understands the conflict from Emily's perspective by confirming she has the story right.
- Slayt: 5
- Scene: 5
- It also seems that this issue has been ongoing and has impacted your working relationship with her. I’d like to understand more about what’s been happening from your perspective.
- They override us sometimes with tickets that they deem ‘high priority’, even though the ticket would seem to be a lower priority ticket that doesn’t affect service functionality
- Ryans meeting is second to share his perspective and Samantha addresses him the same way saying there seems to be tension between these two teams which makes it challenging to provide efficient and effective service to the customers.
- Slayt: 6
- Scene: 6
- Just to clarify, you feel that customer service may be giving too much priority to minor issues, which creates pressure on your team to address these less critical tasks, potentially slowing down the resolution of higher-priority technical issues?
- Yes, that is correct
- Samantha makes sure she understands the conflict from Ryan's perspective by confirming she has the story right.
- Slayt: 7
- Scene 7
- The conflict between your teams is putting a strain on both your working relationship and the connection between your departments. I've had the chance to speak with each of you individually to understand your perspectives, and I believe I have a clear picture of the situation. I'd like for us to work together to find a solution that meets both your needs and fosters effective collaboration between your departments.
- Once both of the individual meetings are finished, Samantha calls a group meeting with herself, Emily and Ryan to discuss next steps to resolving this conflict.
- Slayt: 8
- Scene 8
- Samantha allows Emily and Ryan to discuss the problem and possible solutions.
- Slayt: 9
- Scene: 9
- This meeting has been productive in identifying the issues and working towards a resolution. I plan to continue collaborating closely with both of you to maintain this momentum. We understand, Emily, that simply changing the priority on tickets does not enhance customer satisfaction. And Ryan, we recognize that labeling low-priority tickets as high priority has affected your team’s ability to process orders efficiently.
- Samantha closes out this successful group meeting and takes note of the solutions and issues that are involved in this conflict. She proposes that the two teams work together to develop a priority matrix that categorizes issues based on customer urgency and technical impact ultimately improving efficiency in the warehouse.
- Slayt: 10
- Scene: 10
- Emily and Ryan collaborate and brainstorm to create a matrix to improve efficiency in the warehouse.
- Slayt: 11
- Scene: 11
- After a couple weeks of integrating the new matrix there has been an increase in positive customer reviews! Emily and Ryan are excited and getting along better than ever.
- Slayt: 12
- Scene: End Card
- The system worked! Working together to set up a system of prioritizing orders has helped the teams collaborate and work together so well. Thank you so much for being patient with us and helping us figure it out.
- I agree! The system helps so much and reduces miscommunication on customer needs and has helped the teamwork between the two departments. Thank you, Samatha
- After using this new matrix for a month or so, Samantha calls a check-up meeting with Emily and Ryan to see how their idea is holding up and if they are maintaining a civil workplace relationship.
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