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Case: You have been chosen as a finalist for a customer service position in a new company. One of the key aspects of the job is to demonstrate active listening skills while speaking with customers. In the final interview, you are asked to observe a customer service representative and share your observations.
Liam's Conversation: (Slouching at his desk with his face resting on his hand) Mrs. Donahue, you need to calm down! (Raising his voice). When you express anger, I feel that you are being disrespectful, and it makes me frustrated. As I already stated, (covering his face and visibly upset) you missed the deadline for returning your item and are not eligible for a refund (sighing loudly). My job here is to help customers, and I wish I could help you - but there isn't anything I can do (Speaking quickly). Is there anything else I can help you with?
Caris' Conversation: (Sitting up straight with both feet on the floor.) Mr. Metzer, I am so sorry to hear about your home fire. I can certainly understand how you might have missed the deadline (Said with a caring tone of voice). Although you did miss the deadline to return the item, I would be happy (smiling while talking) to talk with my supervisor to see if an exception can be made. I can't promise you a refund; however, I will try. Let me get back to you after I talk with my manager. (Speaking slowly and clearly.)
Determine the level of reliability required for each of the components if the engine is to have a reliability of 0.989. round answer to 4 decimal places
Consider the setting of this chapter's Guided Exercise. Suppose John can invest some of his free time either enhancing his productivity with the firm (increasing x) or raising his productivity as an individual computer consultant (increasing w). H..
Purchasing: What should we buy and how much?
Why do you think politicians in Indonesia tried to block Cemex's attempt to gain majority control over Semen Gresik? Do you think Indonesia's best interests were served by limiting Cemex's FDI in the country?
Spend some time studying Chipotle, the popular Mexican food restaurant chain. What growth strategies has this firm used? What challenges to you think Chipotle.
In this chapter, we reviewed the four major risks that firms face in international business: crosscultural risk, country risk, currency risk, and commercial risk.
Provide a brief profile of your MNE. Information such as its country of origin, company history, its main products/services, countries of operation etc
What can you change in your plans to create an opportunity? What would that opportunity be? What is the probability that this opportunity could occur? What is the impact
What are the differences between the general environment and the industry environment? Why are these differences important?
Describe characteristics of effective 21st century managers and the managerial skills required and describe the difference between past managers and future managers.
What is a topic you are passionate about or that interests/excites you and why should others care/want to learn about this topic?
Provide a brief description (1 to 2 paragraph bio) of each co-mana their skills and anticipated contributions to your company.
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