● Introductions and Openings:

○ Adam: Hello everyone. Hi Sanne, thank you for taking the time to meet with us today. I'm
Adam and this is Cara. We're both from FPT Software.
○ Customer: Hello Adam, Cara. It's a pleasure to meet you both.
○ Adam: We're here today to discuss the recent software issue that we've been having.
○ Customer: Yes, we are quite disappointed with the software quality that we received. We
have problem with the large accession. The server was down only after 1 hour of the new
release. So it's causing us a lot of problems.
○ Cara: We understand your feeling. We apologize. But we take our customers' satisfaction
very seriously, and we're committed to providing the best possible experience.
● Starting objectives and introducing the Agenda:
○ Adam: That's the reason for today's meeting. Let's start by going over the agenda for
today's meeting.
■ We'll first discuss the specific problems that we're having with the software.
■ Followed by a discussion to find the solutions to the problems.
■ And let's make sure we finish by coming up with the best plan to resolve the issue.
Was that clear for everyone?
● Clarifying or repeating points:
○ Cara: It's OK for me.
○ Adam: Care, could you take a minute, please?
○ Cara: Sure.
○ Customer: Could I just come in here, please? (Ask to intervene)
○ Adam: Yes, of course. What did you want to say?
○ Customer: Thanks. Here are the specific problems that we are having with the software:
■ Software performance does not meet the large demand. So we had a critical issue at
the 1st day release
■ A lot of users weren't unable to do anything at that time. And then our customer care
department received many complains via both hotline and email. That was not a good
release.
○ Cara: Excuse me for interrupting. We apologize for the bad experience you had. But when
the problem happened, we tried to fix it as soon as possible. And the software is still
working quite smoothly till now, except for the 1st time, of course. <đổi lỗi cho newbie>
○ Adam: Interrupt - meeting để tìm solution ko phải để đổ lỗi.
● Sharing and asking for opinions:
○ Adam: Cara, do you have any thoughts on how we can solve these problems?
○ Cara: In my opinion, gà Cara limit lượt truy cập….
○ Customer: I’m afraid I don't totally agree with that. Our product is a public application. So
you can't solve the problem by limiting the accession. That is not a good idea.
○ Adam: Cara có phương án khác ko?
○ Cara: we should quickly start by testing the app performance. Because the customer's
interest in the product is too high, beyond our imagination. This proves it is really a good
product. It is not only a risk but also an opportunity for us. So we need to come up with
solutions to overcome the huge amount of traffic.
● Agree or disagree with points made:
○ Adam: I totally agree with Cara's suggestion. I think creating a new version after improving
performance is the best way to solve the problems that we are having.
○ Customer: You're quite right. That would be a good idea we have now.
● Negotiating and Compromise:
 ○ Cara: We're pleased to offer you a refund a part or a discount on the next release. We'll
just need to figure out which one is the best option for you.
○ Customer: I see your point, but I think you are better off improving the product quality and
anticipating most of the bad situations that may happen after the release.
○ Cara: That is exactly what I was think.
○ Adam: We understand. We will keep that in mind.
● Question to facilitate discussion:
○ Adam: Can you think of any other solutions that we could try please?
○ Customer: I'm not sure. Let's try your solution first.
● Summarizing the meeting points:
○ Adam: Well, that's all the time we have for today’s meeting. Let's summarize the meeting
points.
■ We've identified the specific problems that we are having with the software.
■ We've brainstormed some solutions to the problems.
■ We've come up with a plan to resolve the issue.
● Assigning action items:
○ Adam:
■ At the end of day. I'll contact our manager to discuss the refund or discount.
■ Cara and her team will get started on fixing and then creating a new version of
the software. Cara, How soon do you think we can finish that, please?
○ Cara: We will finish and provide the new version by the end of tomorrow, is it OK?
○ Adam: Perfect. We will look forward your result at our next meeting. Could we schedule a
time to meet next time?
○ Customer: How about Thursday morning at 10.00 AM?
○ Adam: Sounds good.
○ Cara: Yes, that would be fine.
● Closing:
○ Adam: We'll be in touch as soon as we have an update. Thanks for your participation.
We'll see each other on Thursday at 10.
○ Customer: Thank you, Adam, Cara. I am so grateful for your help. See you.
○ Cara: Our pleasure. Thank you for taking the time to meet with us.