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Apr 3, 2024
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Sally’s Story
Customer service is widely regarded as a difficult, sometimes undesirable job. Often, when a customer calls for service, they are calling with a problem, looking for a solution. Many callers are agitated before even speaking with a representative. In this week’s essay, Sally must use her critical thinking skills to resolve several difficult or awkward situations. After working a very long day, Sally was feeling agitated and drained. I believe she could
be experiencing two barriers. At this point, her agitation from dealing with customers and their negativity shows that she is probably experiencing anger. This anger would cloud her judgement and cause her to not think critically. The second barrier I think she would be experiencing is distraction. As she is getting more tired or drained, she is probably thinking more frequently about what she is going to do at the end of her shift to help her relax. All that time spent thinking
of her distractions is time she is not thoroughly involved in her discussions with customers.
When Sally was having her discussion about the causes of friction in the workplace, I believe she was experiencing the avoidance barrier. She did not feel she had anything to add to the conversation because she did not agree with her colleagues, so she literally avoided the topic.
By not engaging in the discussion, she avoided the potential conflict that may have ensued had she expressed her thoughts and presented her argument. She also decided to no longer associate with her colleagues outside of work any longer which is an act of avoidance and demonstrates the use of the passive communication style.
When the customer approached Sally with his problem, she was able to use the emotion empathy to connect with the customer and understand his situation. She then used reason to assess other options for the customer. Ultimately, she was able to use emotion and reason to find a solution favorable to the customer. The problem the customer came in with was a common
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<Begin writing your answer to the above question from here.>
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The Carlson Department Store suffered heavy damage when a hurricane struck on August 31, 2013. The store was closed for four months (Sept – Dec 2013) and Carlson is now involved in a dispute with its insurance company concerning the amount of lost sales during the time the store was closed. Two key issues must be resolved:
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CASE DISCUSSION
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CASE DISCUSSION
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Wambui managed under the assumption that by maintaining an open-door policy her employees would bring any problems to her attention. As a result, she remained in her office and seldom met with the trainees. Instead she would peruse the budget reports they submitted and return them to her secretary without comment.
The reports often bore numerous errors which the trainees would be expected to make but which Wambui’s quick persual of the documents did not catch. The department heads throughout Faida Bank who received the erroneous reports would complain directly to the trainee who…
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- I really need help with the formulas to get the answers. Thanks! Case Study 2: Forecasting Lost Sales The Carlson Department Store suffered heavy damage when a hurricane struck on August 31, 2013. The store was closed for four months (Sept – Dec 2013) and Carlson is now involved in a dispute with its insurance company concerning the amount of lost sales during the time the store was closed. Two key issues must be resolved: The amount of sales Carlson would have made if the hurricane had not struck; and Whether Carlson is entitled to any compensation for excess sales from increased business activity after the storm More than $8 billion in federal disaster relief and insurance money came into the county, resulting in increased sales at department stores and numerous other businesses. The table below shows the sales data for the 48 months preceding the storm. The following table reports total sales for the 48 months preceding the storm for all department stores in the county, as well…arrow_forwardA recent report on executive awareness of and involvement in corporate pandemic preparedness by Michael Evangelides, principal at Deloitte Consulting LLP, most top executives and boards of directors are not engaged in the influenza pandemic planning process and won't give it equal billing to other potential disruptions until at least one of the following occurs: • Media attention to pandemic influenza increases. • Legislation or regulation emerges, requiring a high level of preparedness. • Shareholders and investors demand a high level of preparedness. • The financial impact of a pandemic on the corporation becomes evident. Obviously, planners can do little to nudge along the first three prerequisites. But, fortunately, the fourth is in their sphere of influence. And it is worth pursuing, says Penny Turnbull, senior director of crisis management and business continuity planning at Washington, DC–based Marriott International, Inc. "It certainly helps focus the minds of our senior…arrow_forwardA recent report on executive awareness of and involvement in corporate pandemic preparedness by Michael Evangelides, principal at Deloitte Consulting LLP, most top executives and boards of directors are not engaged in the influenza pandemic planning process and won't give it equal billing to other potential disruptions until at least one of the following occurs: • Media attention to pandemic influenza increases. • Legislation or regulation emerges, requiring a high level of preparedness. • Shareholders and investors demand a high level of preparedness. • The financial impact of a pandemic on the corporation becomes evident. Obviously, planners can do little to nudge along the first three prerequisites. But, fortunately, the fourth is in their sphere of influence. And it is worth pursuing, says Penny Turnbull, senior director of crisis management and business continuity planning at Washington, DC–based Marriott International, Inc. "It certainly helps focus the minds of our senior…arrow_forward
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Recommended textbooks for you
- Management, Loose-Leaf VersionManagementISBN:9781305969308Author:Richard L. DaftPublisher:South-Western College Pub
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