$1$ CHAPTER ROLE PLAY Adding Value: Self$-$Leadership and Teamwork

BUSINESS TECHNOLOGY SOLUTIONS, INC BACKGROUND

You are a senior$-$level Account Manager for Business Technology Solutions, a recognized industry leader in providing state$-$of$-$the$-$art, technology$-$based, business payroll and human resource management applications including full$-$service processing and secure archiving of related records. Your primary selling responsibilities center on new account development and working with existing accounts to increase your share$-$of$-$account by providing them expanded employment applications and services as their business needs evolve and grow. The day$-$to$-$day account management and servicing activities are handled by your dedicated Customer Solutions Team $-$ service representatives who work closely with both you and with customers through the phone and internet to provide the personal touch and frequent follow$-$up necessary to assure everything is working as expected and to enhance longterm relationships with customers.

Recent feedback from a number of key accounts has pointed out that the level of service provided by your

Customer Solutions Team has become inconsistent and alf too often falls below the level of service you have committed to and which your customers expect. As a result, several customers have left and gone with competitive service providers. Rather than acquiring new accounts, you are spending much of your time working to patch over the service shortcomings and working to win back the accounts who have defected to the competition. Not only are you losing business, but your own reputation $-$ as well as the reputation of the company$-$is beginning to suffer in the marketplace. ROLE PLAY

In discussing these problems with your sales manager, it was decided that you would meet with your dedicated Customer Solutions Team in order to discuss and find a workable solution to the problems.

Role play how you would approach and initiate a positive discussion with the members of the Customer Solutions Team that would generate improved experiences and outcomes for your customers and for Business Technology Solutions. Remember to employ Covey's six teamwork skills discussed in this chapter.