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Strategic Project

Customer Service Manager Certificate (CSMC) Strategic Project:

The Customer Service Manager Certificate (CSMC) Program requires participants to complete a Strategic Customer Service Project in order to graduate from the program.  This plan is worth 100 points and accounts for 50% of the total grade within the program.

As such, non-submission of this strategic plan will result in an automatic failing grade for the CSMC program. If you have any questions, please email us at Team@BusinessTraining.com.

Project Goal: For this Strategic Project, please use the following information for each scenario to create a solution. Please be sure to provide a solution that will not only appease the customer but prevent further complaints (internal) or word-of-mouth (external). There is no length requirement, so long as you provide a solution. Please keep answers under 500 words.

Requirements/Grading: Your answers will need to be written in a Word Document and sent to Team@BusinessTraining.com before you schedule your exam.

Once you have completed this project, please send it and your request to take your desired exam date at least 2 weeks before the scheduled exam date. To schedule yourself for an exam date, this project must be received, completed, at least 2 weeks before the exam date. For example, to take the October 10th exam date, this project must be received (as well as a request to take the exam) no later than September 26th.

The information for the CSMS project is outlined below. Please use the following scenarios to answer the questions that follow.


1. Ms. Childs:

The Scenario:

You are a customer service manager for a large software company’s customer service centers. One of the largest sellers you offer support for is a computer software product for photo imaging. You and your customer service representatives are not certified to give technical support, but you have all gone through training of installation, activation, and registration of the program, so you all know the basics.

You get a call from one of your reps about an upset customer, Mrs. Childs.

Mrs. Childs is a retired widow who lives alone. She is using your product, but is unable to make a simple change to some files on her computer, and is now calling to ask for your assistance. She is hard of hearing, not familiar with technology, and very afraid of being taken advantage of. She is also threatening to refund her product.

She is calling today in the hopes of getting some technical support, and would like to utilize the free support the product says is available to purchasers of the product. She has not yet registered her product, however, a requirement to receive the free support. Registration is normally optional, and not a requirement to use the product, but is required to receive the technical support.

Since it is optional, she does not want to register (and she will tell you this again), but still wants to get her free support for the program she is unable to use. She does not fully understand what registration is, and does not want to give out her personal information. This information is required, however, for Tech Support to offer her any support.

Registration ensures that, should the customer lose their CD Jewel Case or Serial Number, they can access it through a simple phone call to your company. It also ensures that you have a record of their calls so that they do not have to repeat themselves over and over again, and the next time they call, you can pick up where you left off. It also means that she can call up to 2 more times with the same issue (if it is not solved, reoccurs, etc.) and continue receiving support for the same case (which is already comped.) If she does not complete registration, follow-up support calls cannot be made (since there will be no record), and future support calls will be charged at $50/case.

Registration takes 2 minutes and requires the program serial number, a first and last name, email address, phone number, and address. For this promotion, the code on the box for the free support is also needed.

The solution with Tech Support may be an easy one (since she most likely misread the instructions), but she is also a slow computer user and technicians are paid a higher hourly wage. They can only be sent paying (or registered) customers, unless approved by the manager. Too much free support is something the company cannot offer, but the manager does have the ability to approve free support.

You tell your rep that you will take the call.

Questions: What do you tell Mrs. Childs? What is your solution? Please write your “script” of what you would tell Mrs. Childs. You want to avoid her hanging up unhappy. Please feel free to rationalize and explain the reasoning you used for saying one thing or offering one solution over another.

2. Ms. Childs, Part 2:

The Scenario:

Please read the information from Scenario #1. Mrs. Childs decided not to register her program and is now calling for the same issue. She was given free support, though she didn’t register her program, and now wants to talk to Tech Support again. Since she didn’t register her program, there is no record of her call, and she must now pay for support.

Question: What do you tell Mrs. Childs this time?

3. Mr. Smith:

 The Overall Scenario:

You are a manager of a large hotel chain in Portland, Oregon. You have been instructed by your boss (who has just completed the CMSC) that customers should be treated with great respect (even the difficult ones). You’re told that you can go above and beyond your normal duties, or at least what is provided in a service or product purchased by a client. For example, normal delivery time on a room service order is 30 minutes. Delivering it in 20 or less is going above and beyond. Also providing something on the menu for free that costs little to add, such as an extra sauce the customer asks about, is something you can do. So long as the actual cost of the product is out-weighed by the possibility of a loyal customer telling others about your service, you’ve been told you can do it. (The owner will, however, step in if someone is going overboard with giving things away for free.)

Your boss mentions “fixed costs”, and how you can use them to your advantage. Fixed costs are things like rent, which will not change depending on how many guests the hotel has. That loss margin can decrease, however, if more rooms are full.

With your new instructions, you’re presented with some ideal opportunities to try out the new customer service strategy.

The Customer Scenario:

Mr. Smith comes in to your hotel once a month for business. He stays for 4 nights and 5 days each time. He stays in a single room with simple amenities and doesn’t cause trouble. He never seems overly thrilled with service, but your low rates, coupled with the hotel’s location, seem to keep him coming back. Your competitors across the way, however, are offering a promotion: the same room, for less. Smith tells you about this as he’s checking in. He mentions the flight was terrible this time, and the rental car wasn’t what he was hoping to get. He also asks if the hotel bar is closed; you say it is, and that he just missed it closing 15 minutes ago. His flight was delayed, he says, and he looks noticeably disappointed.

Question: Within reason (so you don’t lose your job), what are some things you can offer to Mr. Smith to ensure he continues coming to your hotel?

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