KU Balancing Customer Service and Company Integrity Questions
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Assignment 02: You are the store manager at XYZ wireless. Your duty is to manage the store and the sales team. You get involved in selling only when needed. One day, a customer comes into your store and is greeted by your best salesperson. The store is full of customers and you have a total of six salespeople on the floor assisting customers. The customer has multiple mobile (cellular) lines with your company and his invoices total $1,000 a month. The customer has an issue that he wants the salesperson to solve. The salesperson does her best to solve the issue within the limits of the company’s policy, but the customer is not satisfied and demands a solution that is beyond the authority of the salesperson. The customer raises his voice at your salesperson and displays a very rude behavior; he uses foul language and aggravates your salesperson to get what he wants (even though it cannot be done under company policy). Your salesperson repeatedly and politely explains to the customer that she cannot oblige with what he is demanding. His behavior gets worse and he insults your salesperson. You happen to be close by and you hear the entire conversation. Your salesperson gets very frustrated and she asks you to take over and she excuses herself to leave and attend to another customer.
When you approach the customer, you greet him and say “how may I help you?” The first thing the customer says is “the customer is always right.” At some point in our careers, most of us will have to make tricky ethical decisions.
1. How would you respond to his statement that “the customer is always right?”
2. Would you break company policy to satisfy him?
3. Would you deny his request and risk losing him as a customer?
4. What are the consequences of you yielding to the customer’s demands vs. you denying his demands?
5. How would you justify to your company yielding to the customer’s demands vs. denying his demands? 2
6. How do you forecast the reaction of your salespeople if you yield to the customer’s demands vs. if you deny his demands? 7. How do you forecast the reaction of the customers if you yield to the customer’s demands vs. if you deny his demands?
8. How do you think your decision to yield to the customer’s demands will affect your store’s performance vs. if you deny his demands?
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