2023 SLC FBLA COLLEGIATE

 CLIENT SERVICE

FINAL ROUND CASE STUDY



PARTICIPANT INSTRUCTIONS


  1. You have ten minutes to review the case.


  1. Presentation time is five minutes. At four minutes the timekeeper will stand and hold up a colored card indicating one minute is left and at five minutes the timekeeper will stand and hold up a colored card indicating time is up.


  1. The presentation is interactive with the judges, who will ask questions throughout.


  1. Each competitor will be given two note cards. Note cards will be collected following the presentation.


  1. If participating as a team, all team members must participate in the presentation as well as answer the questions posed by the judges. Cover all the points described in the case. 



CASE STUDY SITUATION


Background Information

Amp It Up Contracting is an electrical contractor. The company provides small to large services ranging from the installation and replacement of lights, fixtures, and receptacles to the entire rewiring of homes and electrical panel boxes. All work is focused on residential work with an occasional commercial job. The Amp It Up call center receives all phone calls and internet inquiries. After all information is collected, the lead is forwarded to the staff member in charge of the area for follow up. 

Scenario

In this interactive role-play, a staff member (competitor) is contacting the customer (judges) to confirm the day and time to come on site for an inspection. Amp It Up Contracting provides a comprehensive inspection that is completed free of charge. You will need to go through the process of establishing the date, time, location, obstacles, etc. that may be present prior to arrival.  Through your conversation, you also determine that family members of the customer may have limited English-speaking abilities. Your sensitivity to the language barrier and other cultures should be considered. During this role-play, you interact with a customer to address their concerns and to make recommendations about other needs based upon this pre-inspection phone call.

Objectives of Case Study

The competitor must address the following during the role play:

  • Explain a marketing strategy for client service employees to be sensitive to the needs of different age and cultural groups.

  • Describe characteristics necessary for employees who work directly with clients.