Higher Fix Agency Case Summary

The whole service for installation has problems with its approach to customers which has become a serious cause of concern as loyal customers may switch to other service providers if this continues for further time. The major issues include lack of accountability of technicians, their skills and training, shortage of inventory and not enough tools. Customer dissatisfaction has also been noted through various feedbacks putting the company’s good reputation at stake.

As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers

As indicated by the scenario it seems that the decision problem is a matter if the accounting systems annual conference that is previously scheduled to occur on September 13-16,2005 should be canceled, due to the fact Hurricane Katrina has occurred and demolished building and homes leaving them in ruin in the city of New Orleans, Louisiana. The primary issue thus becomes does the board or committee moves the conference to a future date or have conference at another location that would thus incur higher costs for hotel for patrons of the conference in addition to it would be a price increase for flights that were already scheduled to New

This case is about Dave Armstrong, a 29 year old second year MBA student of Harvard Business School. Immediately after his graduation from a small liberal arts college in Texas, he started working for Thorne Enterprises as a computer Programmer. After eighteen months in the job, he quit to go into life insurance business in Amarillo. He applied to Harvard Business school but hadn’t considered what he would do, once accepted, he decided to go there as he and his wife wouldn’t have to compromise on their lifestyle as he would still be receiving renewal income from his old policy holders.

*Customer called to check if the scheduled appointment she has for installation today (08/10/2015) will push through. Through probing, CAE identified that the customer is supposed to have internet, TV and security system installed today however there was no specific time provided. CAE had started the call appropriately and assured assistance however, the account was not properly authenticated, the CAE only verified the customer’s service address.

*CAE did not properly set the customer’s expectation, excessive dead air was observed during the call. CAE assured the customer

Cx called about her internet that was not working, Cae was able to reflet reason for contact and demonstrate concern by using emphaty/relate statement. Cae was able to authenticate the account and asked probing questions and set customer's' expectation that she might be sending a technician if the issue wasnt resolved. Cae proceeds with the troubleshooting and choose correct ITG however, failed to follow/asked all LOQ's, at mark 06:02 cae asked " how was that Sir? hello?! just tell me when your ready because i need to check my clock" using a disgusting voice. Cae sounded annoyed when asking information that was provided by the customer since cae was having a hard time hearing him, could have asked verifying questions with a good tone of voice

The reporting party (RP) stated she held a telephone interview with Aurora Drake DOB: 9/1/98. The RP stated Aurora disclosed shortly after her placement in the facility on 9/24/14 she observed the residents smoking in the back yard of the home. According to the RP Aurora began smoking shortly after the encounter. Aurora stated a staff person named Kate would supply her with cigarettes. Aurora stated she observed a staff person named Shawna share the same cigarette with a resident named Austin. The RP stated Aurora was constantly belittled and harassed. The RP asked Aurora of incidents of her interactions with staff. Aurora stated around last Christmas after returning from a visit with her mother, staff person Kate called her a "spoiled little bitch.' The

Plaintiff, Chester B. Harris, Jr., raises claims of violations of his Eight Amendment rights relating to his conditions of confinement arising from his confinement at the Maryland Correctional Institution – Jessup (“MCI-J”), he has been transferred to the Jessup Correctional Institution. He raises concerns about the processing of an April 5, 2015 emergency Administrative Remedy (“ARP”) by MCI-J’s ARP Coordinator and complains that the institution refused to issue him a fan to assist him with him with managing his asthma condition because he was unable to pay for it.

Sandra, most hospitals have their own reporting systems in place when reporting abuse/neglect within the hospital, but if a person wants to go outside of the hospital to make a formal complaint they have that right, too. One place that will follow through on a complaint is the Joint Commission, formerly called the Joint Commission on Accreditation of Health Care Organizations, or JCAHO is a private, non-profit group that acts as a national accrediting organization for a great number of hospitals in the country. The Joint Commission reviews all quality of care complaints. It does not investigate issues associated with hospital bills or other financial

At the firm All Damages Public Adjusters, Inc. I worked as an assistant to the main public adjuster. The position requires me to do multiple secretarial functions, along with using my knowledge in computers by developing reports and entering data into their system. The goal of the company is to operate independently and represent the interests of the policyholder, working to ensure that the benefits given out accurately reflect the damage sustained. In a time of crisis, All Damages public Adjuster's is on the policyholders side to see to it that they obtain the maximum settlement that one deserves under their insurance policy.

In scenario B applying the Joiner et al. (2007) suicide risk assessment for determining if a 22-year-old black male (Jack) on a transportation hold is a high risk for suicide by using the following four criteria’s, i.e. desire to die, capacity to commit suicide, intent, and buffers against suicide. Suggest he is at a medium to high risk for suicide with the capability of harming others if some interventions are not incorporated for his to shift his psyche towards a hopeful future. Scott, Boylan, & Jungers (2015) refers to Joiner et al. (2007) concept of impression versus “pertinent information regarding the lethality of the person” (Scott, Boylan, & Jungers, 2015, p. 176). Based on this criteria the description of Jack’s past indicates he

Assurance: The customer service representatives did well over the phone while the technicians did not. I will say technicians should work in this area so next time there is no inconvenient situations. The service technicians leave the customer with not much confidence on them to be rather punctual or communicate effectively with customers. This naturally affects the level of trust customers have on service technicians.

Next, you find that all of the salespeople are paid a straight salary, and all receive exactly the

The issues encountered can occur on both the company and customer side, among them are the