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Customer Service Nightmare

Submitted by Group 1
(Astle, Logan; Dade, Cortney; Gomes, Brooke; Gomes, Jon)

Salt Lake Community College
COMM 1010-405
July 15, 2014



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Table of Contents




Executive Summary Pg.
Project Description Pg.
Methods Pg.
Problem Pg.
Analyze the Problem Pg.
Criteria Pg.
Brainstorm Pg.
Organize Pg.
Yes We Can! Pg.
Conclusion Pg.
Works Cited Pg.
Team Contract Appendix 1
Solution Chart Appendix 2
Participation Points Appendix 3















Executive Summary:
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This report details Group 1s process for solving a problem for our Group Decision Making
Project. We were tasked to work as a group to develop a solution for a customer service
nightmare. We needed to create a solution for Jons payment issue with the internet provider
CenturyLink. Jon would like to clear up the payment issue so that he isnt charged for what
CenturyLink had previously guaranteed him.
We used the Reflective-Thinking Sequence to come up with our solution (Adler, Elmhorst, &
Lucas, 2013).
First, we defined our roles as group members and set about defining our problem. Then we
analyzed the different aspect of the problem by doing research. We determined a set of criteria
that we then used to evaluate the different brainstormed solutions each member came up with.
Once all members agreed on a solution, we developed a plan of implementation.
Our solution was to find and go directly to a physical location of CenturyLink to speak face-to-
face with their support staff. With any obstacles that come up, we will move up the chain of
command of the company and eventually with legal support until all options are exhausted.



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Project Description

We began by choosing an approved topic and using a personal experience by one of our group
members. Jon recently had a negative customer service experience with CenturyLink in which
the company refused to honor agreements made when his account was initiated. Using a real
experience gives the group the opportunity for first-hand involvement in a solution.
Our groups intention is to use problem solving strategies to negotiate an agreement with
CenturyLink that satisfactorily resolves the contractual dispute. Our solution follows typical
customer service procedures by escalating the complaint up the ladder of management. By
being persistent with CenturyLink about resolving our complaint we can make a small victory
against corporate giants that commit unethical offenses against consumers.

Methods:

When solving our problem, our group used the reflective-thinking sequence process.
Researchers believe this process provides the best chance of developing a high-quality
solutions because the method is systematic (Adler, Elmhorst, & Lucas, 2013). It is preferable
because it uses both the left and right brain thought processes, which encourages creativity
(COMM 1010 Canvas page, 2014). The steps taken towards developing our solution will be
outlined, as well as a summation of the end product.

Part 1: Problem

Our group came up with a statement of the problem in the form of a question order to
encourage creative thinking for a solution. Our final problem, improved after two rounds of
constructive criticism, is stated as follows:

How could the pair of customer service associates and Jon have better handled the situation
with his internet?

Part 2: Analyze the Problem

Characteristics:
The characteristics of the problem from the companys are unwillingness to resolve the conflict,
deliberate deception, and overall miscommunication. From Jons side of the problem are the
fact that he didnt get the agreement in writing.
Negative aspects of the current situation include lost time, money, consumer trust, and stress. A
positive aspect can be that Jon learned to be wary of agreements with companies even if they
are a well-established organization. Also, every conflict is a chance to grow and learn.

Stakeholders:
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The immediate stakeholders in this situation are Jon, the representative that completed the
service order, and the supervisor. Jons primary interest in this conflict is to achieve a resolution
by having the company honor the agreement made over the phone when he signed up for
internet service. The customer service representative will likely not be held responsible for his
actions, and so has limited liability as a stakeholder. In the event of legal action, a review of the
original phone call may be requested and only then will his actions be considered. His goal was
to sign up a new customer but he may have been affected by commissions. The supervisor
refused to abide by basic principles of customer service based on his level of power in the
situation. He was affected by the amount of time he devoted to the conversation with Jon and
the anger directed towards him. His main interest is to represent and support the company by
enforcing strict contractual obligations.

Those indirectly affected include other consumers interested in service with this internet
provider, upper management, other employees, and any 3rd party mediators. Without the aid of
a mediator, this sort of service may continue and result in loss of business or a class action
lawsuit which could ripple throughout the company in the form of layoffs, plummeting stock
prices, and poor reputation for management that may hinder employment in more reputable
companies.

History:
In 2011, Centurylink bought the service provider Qwest in a 24 billion dollar merger. Mergers
negatively affect the customer service of a company because in the interest of cutting cost,
customer service representatives are the first to be laid off. This is particularly bad for the
customers because there is now a larger group with less representatives to serve them. In order
to combat the potential loss of service to the customers and as a stipulation to the merger,
Centurylink had to commit to spending millions of dollars in broadband expansion efforts to
promote better internet to their customers. (Vuong, 2011)

Policies/Politics:
In Utah we have the Rule R152-11. Utah Consumer Sales Practices Act. This is what protects
our individual rights when interacting with someone in the sales business. This long, drawn out,
legal document protects consumers from shady dealings and false offers. This Rule has been
stated in many court cases and always helps to keep companies honest when dealing with their
customers (Division Of Administrative Rules, 2014).

The consumer rights law office website has a vast collection of examples on cases that we can
use to refer to past rulings and other legal advice on consumer fraud. Another perk is that this
site keeps an up to date news feed on how consumer fraud cases are going and what outcomes
you can see in the real world (Consumer Rights Law Office, 2014).

Resources:
We found many places on the internet that we could turn to for frequently asked questions. This
fueled out search for answers leading us to places such as the utah.gov (website for codes,
laws, and rules) and the Better Business Bureau (a site intended for rating businesses and
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getting their licenses). We referenced these to better research how many people are having the
similar problem and also how to use the law to fuel our case.

We have also been in contact with a lawyer of personal connection to determine any legal paths
that may be taken. This has gained the group much understanding in the complexity of the issue
as well as put us on the path of a state wide lawsuit against CenturyLink that this case may be
combined with.

Part 3: Criteria

Our criteria was developed using the class textbook as well as a few we came up with in our
group discussion. If the criteria were not defined before brainstorming solutions, the group
would waste time on solutions that wouldnt have a chance for acceptance (Adler, Elmhorst, &
Lucas, 2013). Criteria are as follows:

1. Look at the problem from all angles to come to the best resolution.

2. Use the knowledge we are gaining from class to come to a proper solution.

3. Be achievable by our due date.

4. Maintain emotional stability.

5. Cost us nothing .

6. Clear a path for future problem solving within CenturyLink.

7. Be easily understood by the average customer.

Part 4: Brainstorm

Our process of brainstorming included a solitary session prior to a group discussion so that
each person had to come prepare with three ideas. Although many were not over the top a few
were alike:

1. Consult a lawyer.

2. Let it go by paying the early termination fee, learn from the experience, and use a different
internet provider.

3. File a complaint with department of consumer affairs.

4. Write a letter to our congressman.

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5. Let it go to collection based on principle.

6. File a better business bureau complaint.

7. Find company headquarters and fly there.

8. Create a resource for future customers to refer to when dealing with customer service
representatives.

9. Seek a jump up the chain of command to talk to someone higher than a low level sales
associate.

10. Try to find a physical location to talk to someone in person.

11. Picket and strike at the local branch.

12. Get Gephardt!

Part 5: Organize

We narrowed the field by taking out anything that would take longer than we were allotted as
could be seen right off the bat as well as anything that seemed ridiculous. The group
unanimously decided upon this list:

1. Consult a lawyer.

2. Let it go by paying the early termination fee, learn from the experience, and use a different
internet provider.

3. File a complaint with department of consumer affairs.

4. Let it go to collection based on principle.

5. File a better business bureau complaint.

6. Create a resource for future customers to refer to when dealing with customer service
representatives.

7. Seek a jump up the chain of command to talk to someone higher than a low level sales
associate.

8. Try to find a physical location to talk to someone in person.

Part 6: Yes We Can!
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After deliberations, we chose to use a mix of solution 7 and 8 in which using a physical location
to talk face to face will get an answer faster. With any roadblocks the chain of command will be
used until either the problem is resolved or all options have been exhausted.
We came up with the following plan of action to implement our solution:

1. Due 7/30/2014. Group 1 will head to location.
2. Due 7/30/2014. Group 1 will meet with representative at location.
3. Due 7/30/2014. Group 1-If unsatisfied with solutions given, will utilize chain of command
at service center to yield satisfactory answer.
4. Due 7/31/2014 Group 1- Will then gain contact info of the head of all Utah branches and
attempt contact.
5. Due 8/1/2014 Brooke and Jon will then contact the Attorney Generals office to get their
name added to the case building against CenturyLink.

We brainstormed a few contingencies to our solution:

1. Our last resort, the Attorney General, could deny our request for legal help.
2. A member of management within CenturyLink may deny the request to resolve the
problem.
3. CenturyLink may continue unethical business practices by lying about their resolution
4. An emergency arises causing a member of the group to be unable to attend leaving us a
person down in our plans of negotiation.

We developed solutions to these potential issues:

1. File an appeal.
2. Either try another manager at a different location or try and contact corporate by other
means.
3. Moving past our chosen solution to contact the State Attorney General and getting
everything in writing.
4. Keep tight contact and constantly reiterate the plan so that all know what is expected
and be prepared to reschedule in case of emergencies.

We will go forward with our agreed upon solution of using store management to resolve the
problem. If this solution is unsuccessful, then we will follow other routes based on any
contingencies we may experience.


Conclusion:

We set a goal for a successful resolution to Jons dispute with CenturyLink. Our group utilized
problem solving skills from the Communication 1010 textbook to create a cohesive dynamic for
maximum results. The solution we chose was to go up the chain of command by starting at a
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physical store location to discuss matters face to face with a manager. We agreed that this is
the most logical solution that would provide the quickest results. Our conclusion is that
petitioning store management is a much more effective method of resolving the dispute than
using the customer service helpline.















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Works Cited:

Adler, R., Elmhorst, J. & Lucas, K. (2011). Communicating at Work: SLCC Custom Edition. New
York: McGraw- Hill.

Canvas pages to accompany COMM 1010: Elements of Effective Communication. (2014). Salt
Lake Community College, Salt Lake City, UT. Available at www.slcc.edu.

Consumer Rights Law Office. (2014). Fraud & Deceptive Sales Practices. Retrieved from
Consumer Rights Law Office: http://www.consumerrightslawoffice.com/fraud.html

Division Of Administrative Rules. (2014, June 1). Utah Administrative Code. Retrieved from
Utah Department of Administrative Services:
http://www.rules.utah.gov/publicat/code/r152/r152-11.htm

Vuong, A. (2011, April 3). Experts say customer service may suffer in Qwest-CenturyLink
merger. Retrieved from DenverPost.com: http://www.denverpost.com/ci_17756953





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Our Team Contract:

1. We will admit to our mistakes.

2. Encourage productivity with each other.

3. Play equal roles in the completion of tasks.

4. Keep an open mind to all ideas.

Our Task Norms:

1. If you disagree with something say something.

2. Celebrate Successes

3.Honor your commitments

4. Conduct yourself with civility






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Chart:

Solution
1
Solution
2
Solution
3
Solution
4
Solution
5
Solution
6
Solution
7
Solution
8
Criteria1

5 0 2 0 2 5 3 5
Criteria2 2 0 3 0 3 5 5 5
Criteria3 3 5 3 1 5 0 3 3
Criteria4 2 3 4 0 3 4 2 2
Criteria5 2 0 5 0 5 5 4 2
Criteria6 4 0 2 0 1 5 3 3
Criteria7 1 5 4 1 4 5 5 5
Totals: 19 13 23 2 23 29 25 25


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Participation Points:

List your criteria here:

Showed up to the team meetings
on time and ready to participate.
Contributed to the discussions.
Contributed to the paper.
Listening to all ideas of the
group.
Giving everyone their chance to
have an opinion.
Fulfilled assigned roles and
duties.
Completed their commitment to
the team contract.

Members (Last name, First name) Points Justification for this
allocation.
Astle, Logan

Gomes, Jonathan

Gomes, Brooke

Cortney Dade

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10

10

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We each did our
assigned tasks on
time. Also meetings
were always started
on time with all
members coming
prepared. This was by
far the easiest group
assignment any of us
had ever done due to
the full participation
and drive of each
member.