Activity 3: Negotiate with the client

The IT department conducted scheduled maintenance. It was informed to Raxx that the website would be down for 24 hours. However, the website was under maintenance for the next 96 hours.

Raxx called after 36 hours and filed a complaint to one of the customer service staff members (Raj). Raj passed on the complaint to the IT department. However, the problem was neither solved nor was any appropriate response provided to Raxx.

According to complaints handling policy and procedures, the complaint should have been escalated to the Operations Manager. However, this did not happen. Raxx has suffered huge loss due to the sales/revenue he generates from selling products on his website.

Raxx is infuriated and wants to sue the company if they do not pay for his losses. This will be financially damaging to the company and damage the company's reputation in the market.

Management wants you to conduct a meeting with Raxx and solve this matter. They are happy to pay the damages, but they do not want Raxx to lodge a complaint or lose Raxx as well.

Description of the activity:

This activity requires you toarrange a meeting withRaxx.

During the meeting, you must:

• Welcome Raxx to the meeting
• Discuss the issues faced by the client.
• Apologise for the inconvenience caused.
• Present a valid reason in a succinct, clear and persuasive manner
• Discuss the demands of the client.
• Evaluate differences in perspective and critically examine outcomes
• Use negotiation skills to reach desired outcomes.
• Confirm the outcomes of negotiation.

During the meeting, Raxx will:

• Be infuriated and dissatisfied with the customer service provided by the company.
• Express to discontinue the contract.
• Not agree to anything less than the damages.

After the meeting:

• Complete the meeting minutes template.
• Send an e-mail to the General Manager. Communicate the outcomes of the negotiation conducted. Follow the guidelines provided below.
  • Communicate outcomes of negotiation
  • Request for feedback on outcomes of negotiation
  • Ensure the text written in the e-mail is grammatically correct and free of errors.
  • Use business style writing.

Template 3: Communication challenges and strategies to address them

Communication challenges and strategies to address them

Communication challenges faced during communication with the departmental managers (Any two)

Strategies to address each communication challenge

Activity 3: Negotiate with the client

Meeting agenda template:

Date/Time:
Location:
Chairperson:
Meeting Attendees: Full names and roles
Agenda Item/Topic	Discussion/Outcomes	Action Officer	Due Date
Welcome
(Agenda item 1) Topic?
(Agenda item 2) Topic?
(Agenda item 3) Topic?
Summary	Overall Summary Decision/s Action/s if any
Next Meeting Time/date
Meeting closed at:
Minutes are a true and accurate record of the meeting	Approved/confirmed by whom?

Meeting minutes template:

Minutes of Meeting Meeting Objective: Attendees: Venue: Date:
No.	Points Discussed	Actions Suggested	Target Date
Signature of attendee 1: Signature of attendee 2: Signature of attendee 3: Signature of attendee 4: