Week 5 you decide
You are a general manager with a service company. You are
hearing comments from your sales group that customers are unhappy with your
company. The comments range from poor service, missed assignments, to technical
failures. When you ask for specifics, you get a general view of dissatisfaction
from your sales group, but not a clear view if there is an issue. You have met
with several of your large customers in the past few months, and they have not
indicated that there is an issue. If anything, your impression from customers
is that things are going well. Your company is growing and there are new
customers and some new sales people.
Would you investigate customer complaints further? If so,
how would you proceed to understand if there is a problem with service?
Bob Yeader
Sales Manager
Photo of Dori Lately
Dori Lately
Operations Manager
Photo of Jennifer Garland
Jennifer Garland
CFO
Photo of Monica Milton
Monica Milton
Customer Service Representative
Photo of Philip Fried
Philip Fried
Service Manager
Given the scenario, your role and the information provided
by the key players involved, it is time for you to make a decision. If you are
finished reviewing this scenario, close this window and return to this Week’s
You Decide tab, in eCollege, to complete the activity for this scenario. You
can return and review this scenario again at any time.
Read the You Decide scenario and decide on a response. Your
goal is to identify the critical issues in the scenario and determine how you
would resolve the issue. Write a report correctly formatted of at least 250
words. Submit the report to the Dropbox. Remember to run the spelling and
grammar check on your work before turning it in.
