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Recently, Joe Newcomer witnessed a squabble between a customer and one of the customer service representatives, Tina. The customer, Maria, was attempting to return what she claimed was a defective belt sander. She claimed the sander caused a serious abrasion to her husband's arm, resulting in a trip to the emergency room. There is no question that Tina was rude to Maria in her response. Not only did she curtly refuse to honor the return, claiming the return was beyond the 30-day "no questions asked" return policy, but she suggested that perhaps Maria's husband hadn't appropriately followed the directions. Specifically, she asked whether her husband could read English. Maria angrily responded that although she and her husband are Latino, they are U.S. citizens and fluent in English.
When Joe overheard this exchange, he walked up to the return counter and asked Tina to assist another customer. He then offered to assist Maria. Joe had a dilemma. Though he knew Maria had been wronged by Tina's conduct and offensive comment, he had to agree with Tina that the sander probably was not defective and that the return policy could not be honored. Joe was unsure how he should handle this situation. In an ideal world, he hoped he could restore Maria's goodwill while holding firm on the store's policy by refusing the return.
Should Joe take a positional bargaining approach and hold fast on the store's policy? Explain your rationale
This is the third assignment of the series. Continue the Applying Risk Management Consulting assignment for your chosen organization. Refer to your Week Three individual assignment.
examine the issues surrounding this decision. Comprise an overview of the law and explain why or explain how it came about. If the law relates to an actual court case, comprise a short summary of the actual case.
You are a privileged fly: You are allowed to be on the wall of a corporate boardroom during a high-powered discussion. The corporation is an engineering firm whose sales total approximately $140 million a year. Up to now, things appear to have bee..
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Many vendors offer different types of wireless routers for use at in home and at work. Read about such routers. List and explain all possible routers' features including the processors are used, the bits rate per second, etc.
Conduct an analysis of a recent article and provide your evaluation and outcome expectations in an articulate and informative paper that discusses:
In a three- to four-page paper, not including the title and reference pages, identify key characteristics of individuals you would select to be members.
What is your recommended directional strategy for the company's key divisions or business units and Explain the companys competitive positioning and cooperative strategies
The course is structured so that each week you will work on specific segments of your marketing plan for the Final Project that is due in Week Six. This week you will choose a specific healthcare organization (HCO) and begin examining the products..
A collective bargaining agreement (union contract) specifies that management may implement work rules. This part of the contract is referred to as:
A statistician wants to describe the way returns on investment are distributed. The mean return = 10%. The standard deviation of the return = 3%. The histogram is bell - shaped. How can the statistician use the mean and the standard deviation to d..
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