The setting is a central head office environment that provides customer service support through a call centre. The Call Centre is busy and employees who work at the Call Centre are required to take customer complaints; document the complaints; and, if possible, provide some resolution to the customer complaints. Most often, the Call Centre Operators do not resolve the complaints and move them up the line to the Call Centre Supervisor. By the time customers reach the Call-Centre Supervisor, they are usually even more upset because they have had to wait to get their call dealt with and havent had any resolution along the way. The Call Centre Supervisor is getting more and more frustrated by the number of calls he or she needs to deal with and the increasing rate of customer anger is getting more difficult to cope with every day. You have been the Supervisor for this Call Centre for six months. Previous to that, you worked as a Call Centre Operator and you know the types of calls and processes that these employees deal with every day. From your experience, there is no need for the volume of calls to come your way. You have been told by other supervisors at your level to expect this kind of increase because thats the way things are now that you have been promoted to supervisor. However, you cant take it anymore. The number of calls and complaints that you need to deal with is taking away all of the joy you felt in earning this promotion. You have asked to meet with one of the Call Centre Operators to see if you can figure out a way for the complaints to be reduced in both volume and intensity. You worked with this employee for a couple of years at the Call Centre and think you can trust them to take on the responsibility to resolve customer complaints issues. What will you say to the Call Centre Operator to get her buy-in or support and reduce the complaints in both volume and intensity with an understanding that the text below reflects her thinking: She has been at this Call Centre for four years. She used to be friends with you and worked with you at the same level for about two years before you were promoted to the role of supervisor. She believes that you, her former friend has quickly forgotten what it is like to work on the front lines. As a Call Centre Operator, she takes the calls from complaining customers; documents them; and, because she has no authority to change anything for the customer, moves the complaint up to the next level to the supervisor for resolution. She is not paid for resolving the complaints. That is not her job. You, her former friend, now you as her supervisor, want to meet with her. She suspects that, as the supervisor, you now want to dump some of the work on her that you cant handle in your new role. She is prepared to listen to what you; her former friend has to say but, really, she is not that interested in helping out unless there is something in it for her! Prepare what you plan to say to the Call Centre Operator to secure her buy-in.