Concept explainers
To determine:
Whether it is true that the customers complaining the loudest and most aggressively will get noticed and receive the greatest concessions.
Introduction:
In the modern economic context, organizations strive to put the needs of the customer in the forefront of the company rather than the needs of the organization first. Customers are put in the Centre of the organization before profits, revenue or any other priorities. Many organizations believe, if a company satisfies the needs and wants of the customers first are best placed to satisfy the needs and wants of the organization.
Want to see the full answer?
Check out a sample textbook solutionChapter 6 Solutions
Bundle: Essentials of Business Communication, Loose-Leaf Version, 10th + Premium Website, 1 term (6 months) Printed Access Card + LMS Integrated Printed Access Card
- Direct Response: Chesapeake Sail & Canvas Receives a Poor Customer Rating on Yelp (L.O. 2) Yelp, the social network for consumer reviews and local searches, logs approximately 89 million monthly unique visitors and has listed 121 million reviews at this time.26 Many users rely on what they hope to be real reviews by real people, as the company claims. They wish to make more informed buying decisions based on Yelp reviews. Barry Gregg, owner of Chesapeake Sail & Canvas in Annapolis, Maryland, watches his Yelp reviews. Currently, he has six reviews, all five stars. Imagine his surprise when he recently received only one star from Angela K.: Chesapeake Sail & Canvas does good work, but it seems to have become a casualty of its own success. The company is unresponsive when you call and e-mail. I will take my business elsewhere because after 3 weeks, I still haven’t heard about that estimate for my marine canvas. I had left a voice mail message and sent an e-mail. No response.…arrow_forwardQ.13. Aseem is the Managing Director of Chanel Ltd. The company had established a good name for itself and had been doing well. It was known for timely completion of orders. The Production Manager, Ms. Zeel was efficiently handling the processing of orders and had a team of ten motivated employees working under her. Everything was going on well. Unfortunately, Zeel met with an accident. Aseem knew that in the absence of Zeel, the company may not be able to meet the deadlines. He also knew that not meeting the deadlines may lead to customer dissatisfaction with the risk of loss of business and goodwill. So, he had a meeting with his employees in which accurate and speedy processing of orders was planned. Everybody agreed to work as a team because the behaviour of Aseem was positive towards the employees of the organisation. Everyone put in extra time and efforts and the targets were met on time. Not only this, Aseem visited Zeel and advised her to take adequate rest. Identify and…arrow_forwardAssume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture. Q.1 Explain below sins of service/poor service that Mandate are not aware of that is possibly happening in the business unit. - Apathy - Brushing customer off -coolness toward customers -Treating customer condescendingly -Roots syndrom - Following the rules - The customer turnaround Q.2 After explaining above seven sins of service/poor servic, Discuss the reasons why CRM failure exists (seven deadly sins for an unsatisfactory CRM outcome) for the top management to be aware and make sure they can turn the business around.arrow_forward
- 36. Bread Baking Company operates a commercial baking plant—a “major source”—that emits hazardous air pollutants for which the Environmental Protection Agency has set maximum levels of emission. The plant does not use any equipment to reduce its emissions. Under the Clean Air Act, this is most likely Group of answer choices a violation. not a violation because the plant does not use any equipment. not a violation because the plant is not a mobile source. not a violation because baking is not considered to be polluting.arrow_forwardquestion : Ernest and Young cleared Wirecard’s reputation back in 2008 and BaFin, the German financial regulator, continually supports Wirecard. Critics of Wirecard were investigated by BaFin. Evaluate whether or not both these organization should be held accountable for the scandal. Provide justification for your response. Please make sure your answers in paragraph not less than 500 words. Thank you.arrow_forwardQ.NO.4. (08) Designing the Training A focus group was held with five managers to find out what they wanted from the training and to assess their concerns about performance management. This was a useful process. The managers wanted to include training in how to deal with difficult people, which otherwise may not have been included in the program. Including this also assured managers that their views were important and had been considered in the program’s design. The training would take place in-house and outside the normal workday. It was agreed that the most appropriate method was a two-hour workshop. The workshop would include various activities geared to develop the skills and knowledge of the participants: Trainer-ledinteractive Roleplay Use of aspecially designed case study. Small-group By developing and delivering the session in-house, training materials specific to the new performance management system could be created, rather than relying on generic training materials. It was…arrow_forward
- Sally and Sam have recently purchased from the Edgars Red Hanger sale. However, both had encountered different levels of customer service. Sally was assisted by a member of staff and was able to get the style and size that she needed. Sam on the other hand walked around the store for a period of time just looking for someone to help but was unable to get any assistance. Based on these experiences, this has impacted on the way they will make future purchases.Q.1 It is important to maintain relationships with the extended market. Discuss Prospective employees as a part of the extended market.arrow_forwardQuestion 24 Dana believes that 'Interpersonal Justice' should be fulfilled in her business, though she lacks a complete understanding of the concept. (A) As a management consultant, explain 'Interpersonal Justice' to Dana. (B) Provide one way of how 'Interpersonal justice' can be fulfilled. [Hint when will Interpersonal Justice be high] Use the editor to format your answerarrow_forwardPlease do not give solution in image format thanku According to ethics surveys, which of the following is the underlying factor behind most ethical lapses in the workplace? Select the correct answer personal financial problems distrust of co-workers company pressures unclear standards Fundamentals of Human Resource Management, 5e (Dessler) Ch. 13, "Labor Relations and Collective Bargaining" Question 14. Right-to-work laws inhibit union formation by ________. Select the correct answer leaving the question of union security up to each company making union membership a precondition for employment outlawing unions in right-to-work states prohibiting any form of union securityarrow_forward
- what may affect how a worker perceive hazards of working on roof joists…..11 answers neededarrow_forwardction to Management Information Systems (40) Time left 0:33:20 A colleague at work takes small amounts of IT supplies such as flash drive for her own personal use, saying that this is a tiny loss to the company. You tell her that if everyone were to take office supplies, then the loss would no longer be minimal. Your rationale expresses which of the following ethical issues: O a. Accuracy issues O b. Property issues O c. Privacy issues O d. Accessibility issues NEXT PAGE SEarrow_forwardQ.1 Write a detailed note on Elements of Communication with Examples.arrow_forward
- BUSN 11 Introduction to Business Student EditionBusinessISBN:9781337407137Author:KellyPublisher:Cengage LearningEssentials of Business Communication (MindTap Cou...BusinessISBN:9781337386494Author:Mary Ellen Guffey, Dana LoewyPublisher:Cengage LearningAccounting Information Systems (14th Edition)BusinessISBN:9780134474021Author:Marshall B. Romney, Paul J. SteinbartPublisher:PEARSON
- International Business: Competing in the Global M...BusinessISBN:9781259929441Author:Charles W. L. Hill Dr, G. Tomas M. HultPublisher:McGraw-Hill Education