Case Study : Employee And Manager

Services to consumers of the products and services of the organization would be heightened since the kind of services offered determines whether customers are retained and it is a means of attracting new customers. Workers in the organization would be expected to treat clients with respect and serve them diligently so that they feel welcome. Workers who are directly interacting with clients would have a set code of conduct that would guide their actions. Mishandling customers inappropriately would be subject to penalties.

There are many employment laws out there but ill discuss about three of them and what are the consequences if the company did not comply. The employment laws I will discuss are the Title VII of the Civil Rights Act 1964, Americans with Disabilities Act 1990, and the Uniformed Services Employment and Reemployment Rights Act. My next topic would be how an organization might structure their policies, practices and culture to ensure compliance.

You can de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer not only doesn’t scare you, it’s a challenge you’re eager to take

A customer requested a cash refund for a two year old used item. I was unable to grant her request but was able to give a store credit. Although I followed policy, I struggled ethically with this incident. She was within her rights to request a refund; however, waiting years to return an item seemed less than prudent. The customer was dissatisfied, but I politely acknowledged her disappointment and made sure to explain the situation.

Question 6 (KSAO 8)You are asked to send a memo to corporate in response to customer service complaints to your particular store? You

In working in the work force I have come up close and personal with situations with customers that need to be resolved in a professional way. Situations with customers handled properly and resolved hastily leads customers with a good feeling ;so that they will continue to come to your area of business. For example, when I was working at Hobby Lobby I became upon a very distraught and upset customer. The Customer wanted to make a return on merchandise but was missing her receipt. The customer began to yell at me and said that she just wanted to easily make the return and go on with their day. The person was unhappy because the product did work the way she expected it to for her project. I looked at the merchandise and it was worth more than twenty dollars meaning without the receipt the customer had only two options. One was exchange the product for a product that wasn’t defective like this one, or I could give the person store credit.

Listening to complaints and explaining the options in a clear and concise way when dealing with customer enquiries.

When we got some problems, such as customer complains. For example, one customer ordered one fish & chips. The special order from that customer was no chill, but one front staff didn’t mention it to us. So we served it normally than the customer complained it. We told the staff who got that order to apology to the customer. We offered one soup to the customer during waiting new fish & chips. As result of that the customer accepted our prompted acts.

*Customer was having difficulties signing in to his Comcast account and he's upset since this has been going on for 4 days now. CAE tried to help the customer but during the interaction, customer was complaining and requested the CAE not to rush him. CAE seemed to be in a hurry and the customer was not confident that the CAE totally understood his concern.

Kendall Jones, a leading Quality Testing and Release Manager in Raleigh fully understands that dealing with customer complaints can be difficult. There are very few people who actually enjoy dealing with upset or irate customers, but it occasionally happens in every industry. Jones says that handling customer complaints effectively is important to the long term health of any business. When a customer feels that their complaint has not been adequately addressed, they are likely to take their business elsewhere. Also, these unhappy customers are going to tell just about everyone they come across about the below par service they received from your company.

2. Is nice related to any concepts in the chapter, such as one of the big five personality dimensions, Myers-Briggs components, or left-right brain dominance? Discuss.

Dealing with difficult customers – a number of factors must be considered when dealing with difficult customers. The problem must be clarified; this will then allow the HR practitioner to identify solutions to solving the problem. Pros and cons need to be weighed for each option and the outcome implemented.

Read Ch. 7's Leadership Case Problem A - "Ray, The Empowered Athletic Club Director" pp. 242-243.  Analyze Questions 1-3.

During research on this final project, the author found an example of Wal-Mart's communication in backing customer service. A Wal-Mart customer returned a completely thawed turkey including all the fixings for a dinner because her relatives could not make it due to car trouble (Now That's Customer Support, 2006). Wal-Mart returned the customer's money which was $19 plus some change and the customer returned the complete turkey dinner which included two boxes of stuffing, some cranberries, stuff to make pumpkin pies, green beans and a package of rolls (Now That's Customer Support, 2006).

Fast and accurate digital tools, wider clouds, speedier analytical tools, mobility technology, big data, social media, robotics, and artificial intelligence are not the technologies involved in space research or automobile engineering but these are dynamic tools of HRM that are going to shape organizations in 2018 and beyond. Enhanced employees engagement and productivity is the ultimate goal of every successful organisation but employers who are equipped with cutting-edge HR technologies have an edge over traditional companies in achieving these objectives. That’s why cloud-based HR has become an essential aspect of every smart organisation in the digital era. The year 2018 will be a great