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Question: Media Skills: Email; Message Strategies: Negative Messages. Many companies operate on the principle that the customer is always right, even when the customer isn't right. They take any steps necessary to ensure happy customers, lots of repeat sales, and a positive reputation among potential buyers. Overall, this is a smart and successful approach to business. However, most companies eventually encounter a nightmare customer who drains so much time, energy, and profi ts that the only sensible option is to refuse the customer's business. For example, the nightmare customer might be someone who constantly berates you and your employees, repeatedly makes outlandish demands for refunds and discounts, or simply requires so much help that you not only lose money on this person but also no longer have enough time to help your other customers. "Firing" a customer is an unpleasant step that should be taken only in the most extreme cases and only aft er other remedies have been attempted (such as talking with the customer about the problem), but it is sometimes necessary for the wellbeing of your employees and your company.
Your task: If you are currently working or have held a job in the recent past, imagine that you've encountered just such a customer. If you don't have job experience to call on, imagine that you work in a retail location somewhere around campus or in your neighborhood. Identify the type of behavior this imaginary customer exhibits and the reasons the behavior can no longer be accepted. Write a brief email message to the customer to explain that you will no longer be able to accommodate him or her as a customer. Calmly explain why you have had to reach this diffi cult decision. Maintain a professional tone and keep your emotions in check.
You are a manager of a sales division within an organization. You have been asked to implement a new method of tracking sales, which will involve a major change of process for your sales associates. Your boss has asked you to prepare a plan to i..
Retrieve the item number and titles of items that fall under the /COMPUTER/HARDWARE/PRINTER category and have "HP" in their titles and on which bidding has not yet closed sorted by time of bid closing.
Before a leather goods manufacturer expands into foreign markets, it should consider the risk associated with:
Using the one value you would never violate, what would you do if you were McCoy on the Himalayan hike? What have you learned from the Parable of Sadhu?How would you apply the lessons of the story as a corporate world manager?
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Define logistics and discuss the increased importance of logistics on satisfying customer requirements for a product or service. Identify and describe the managerial issues that influence logistics and directly impact the supply chain
Secondary objective: To develop an understanding of the steps involved in creating a strategic Marketing plan. This includes creating a viable mission statement, measurable goals, and a strategy to successfully attain the goals.
Claims received by Healthwise Insurance Company are entered into the database at one station, and sent to another station for review. The processing time (in minutes) required for each general type of claim is shown here.
Why is increased coordination needed to manage supply chains? How can coordination be increased both internally within the firm and externally with customers and suppliers
A Quality Culture involves management empowering employees with a hands-off style once adequate training and implementation has been provided. TRUE or FALSE
Explain the 3 steps of the control process using your organization as a guide.
Refer to the Buena School bus data. Develop a regression equation that expresses the relationship between age of the bus and maintenance. The age of the bus is the inde- pendent variable
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