How would he define customer service? If Chuck were to write a training manual on CUSTOMER SERVICE what would that look like? : Problem Solving Definition What role does problem solving have in customer service? What is effective problem solving? What problem solving strategies and techniques do professionals use? How would one gain this knowledge and learn from this experience?

How would he define customer service? If Chuck were to write a training manual on CUSTOMER SERVICE what would that look like? : Problem Solving Definition What role does problem solving have in customer service? What is effective problem solving? What problem solving strategies and techniques do professionals use? How would one gain this knowledge and learn from this experience?

Management, Loose-Leaf Version

13th Edition

ISBN:9781305969308

Author:Richard L. Daft

Publisher:Richard L. Daft

Chapter10: Designing Organization Structure

Section: Chapter Questions

Problem 3ED

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When the idea first occurred to her, it seemed like such a win-win situation. Now she wasn't so sure. Marge Brygay was a hardworking sales rep for Inspire Learning Corporation, a company intent on becoming the top educational software provider in five years. That newly adopted strategic goal translated into an ambitious, million-dollar sales target for each of Inspire's sales reps. At the beginning of the fiscal year, her share of the sales department's operational goal seemed entirely reasonable to Marge. She believed in Inspire's products. The company had developed innovative, highly regarded math, language, science, and social studies programs for the K— 12 market. What set the software apart was a foundation in truly cutting-edge research. Marge had seen for herself how Inspire programs could engage whole classrooms Of normally unmotivated kids; the significant rise in scores on those increasingly important standardized tests bore Out her subjective impressions. Bur now, just days before the end of the year, Marge's sales were $1,000 short of her million-dollar goal. The sale that would have put her comfortably over the top fell through due to last-minute cuts in one large school system's budget. At first, she was nearly overwhelmed with frustration, but then it occurred to her that if she contributed $1,000 to Central High, the inner-city high school in her territory probably most in need of what she had for sale, they could purchase the software and put her over the top. Her scheme would certainly benefit Central High students. Achieving her sales goal would make Inspire happy, and it wouldn't do her any harm, either professionally or financially. Making the goal would earn her a $10,000 bonus check that would come in handy when the time came to write out that first tuition check for her oldest child, who had just been accepted to a well-known, private university. Initially, it seemed like the perfect solution all the way around. The more she thought about it, however, the more it didn't quite sit well with her conscience. Time was running out. She needed to decide what to do. 1. Donate the $1,000 to Central High, and consider the $10,000 bonus a good return on your investment.
What problem are they facing? Examples on ways to solve the problem?
You may assume the following scenario for this assignment: One of your duties as a change consultant is to offer recommendations leading to organizational change. Such recommendations may require the reorganization of staff, workers, and external consultants into new teams. Moreover, some individuals may be dismissed from the labor pool because of redundancies, lacking budgets, and changes in organizational goals. As a change consultant, you are working at a facility where the administration is considering de-centralizing product departments to break down silo walls across locations. Also, you were provided a large quantity of data showing that changes will benefit the organization at the cost of disrupting staffing, causing conflict, and demanding conflict resolution meetings and services. Unlike previous assignments, you will not be given steps. This time, you will be given two goals to reach while writing your paper: Second goal. It is now time to execute the reorganization…
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Could you explain in more detail a paragraph form for each challenge using the PESTEL Analysis Diagram for example under challenge 1. Financial sustainability: Political - what information would you put here in a paragraph form Economic: what information would you put here in a paragraph form Social: what information would you put here in a paragraph form Legal: what information would you put here in a paragraph form Environmental: what information would you put here in a paragraph form Technological: what information would you put here in a paragraph form The same for challenge 2. Staffing and workforce development
A depressed employee's manager is having trouble with the said depressed employee. Although the employee if achieving her quotas, she is having difficulties submitting her reports and her manager feels like she is bringing down her entire team. Almost everyone in the company knows that the company has counseling services for its employees, but are reluctant to go. What should the manager do to address this issue? Should she push through with her initial plan of terminating the depressed employee?
1. What are the advantages and disadvantages of extending Maura Currier’s leave?2. If you were the human resource director, would you grant her request? Explainyour answer. The Medical Leave Problem (FMLA)Maura Currier has been working for ComputerTech for four years as a lead supervisor.During the past two years, Currier’s mother has needed frequent medical attention forher diabetes. Being the only child, Currier has helped her mother, Jane Currier, as oftenas her work schedule would allow. Unfortunately, during the past two years, hermother’s condition has worsened.With the passage of the Family and Medical Leave Act (FMLA), Currier asked the firmfor, and was granted, an unpaid leave to care for her mother in accordance withcompany policy (see the policy in Exhibit 4.9). The agreement stated that Currier couldmiss work every Friday for 60 weeks rather than take off 12 straight weeks. At the endof 60 weeks, Currier returned to work full time and immediately began missing work tocare…
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Suppose you have been asked to perform a task analysis for the job of Manager in a private bank. Which method(s) of task analysis do you think would be most appropriate for analyzing this job? Support your choice(s)
Chuck is a newly promoted supervisor of a large call center. He is tasked by his manager to devise a customer service training and testing manual for new and existing workers. How would he define customer service? If Chuck were to write a training manual on CUSTOMER SERVICE what would that look like? Collaboration Definition What role does collaboration have in customer service? What is effective collaboration? What collaborative measures have to be taken in this role? How would one gain this knowledge and learn from this experience?