Unit Two Case Studies
In this paper, I will write my answers to questions pertaining to Case 8, Shipping and Receiving and Case 22, Conflict in Customer Service. These found in the textbook The Management Training Tool Kit. Shipping and Receiving
Midge Watson a young woman working in the Bookkeeping Department at Best Fits Sporting Goods Manufacturing Company. She has worked there since graduating high school four years ago. She has just received a promotion to senior bookkeeper.
As part of her new duties, Midge must go out into the warehouse once a week and verify inventory and shipping information. She would go to the shipping office; to reduce noise from the operations going on around the plant the office is enclosed. She would spend …show more content…
Mike actions show just how little things can lead to big concerns. No matter how insignificant it may seem all cases need to be handled with the appropriate measures. Mike has made the company liable with his indifference to Midges concerns. All companies should have guidelines on when to act and what to do in all cases of unwanted attention.
Conflict in Customer Service
Brad Franklin is supervisor of the Customer Service Unit of the Wilson chain. He has been in the position for just over three years. The Customer Service Unit plays a key role for the Wilson chain. This department issues all of the Wilson chain credit cards. Brad started as a credit analyst. He had moved his way up to supervisor and is now in charge of six analysts.
Since almost half of all sales at Wilsons is paid using a Wilson’s credit card. The Customer Service Unit is vital to the organization. The Customer Service Unit runs background checks on potential cardholders. The credit analyst helps to determine if the applicant is a credit risk. The applications had to be handled with care. The information received could be unique but the job could be routine. However, you did need a keen eye, investigative skills in handling credit information. They also handled calls from the store and customers on the status of their …show more content…
He would show both them over and over how to check references and do the investigations. He would ask if they had any questions and would always answer them. After the two weeks was up, Brad let them start doing it on their own. With the phone being positioned in-between the two, he assumed that they would alternate answering. That was not the case. Brad noticed that Don was answering all the calls and doing all things involved with the call, even asking questions of Brad when needed. Brad then noticed that Don and Karen were arguing a lot. It was mild to begin with but over time, they amplified. Brad also noticed that Karen was withdrawn from the rest of the unit. After having a discussion with Karen, she accused Brad of not training her the same as he trained Don. She believed it was because she was a woman. Brad did not believe that her gender made a difference in the way he trained
In this paper, I will write my answers to questions pertaining to Case 8, Shipping and Receiving and Case 22, Conflict in Customer Service. These found in the textbook The Management Training Tool Kit. Shipping and Receiving
Midge Watson a young woman working in the Bookkeeping Department at Best Fits Sporting Goods Manufacturing Company. She has worked there since graduating high school four years ago. She has just received a promotion to senior bookkeeper.
As part of her new duties, Midge must go out into the warehouse once a week and verify inventory and shipping information. She would go to the shipping office; to reduce noise from the operations going on around the plant the office is enclosed. She would spend …show more content…
Mike actions show just how little things can lead to big concerns. No matter how insignificant it may seem all cases need to be handled with the appropriate measures. Mike has made the company liable with his indifference to Midges concerns. All companies should have guidelines on when to act and what to do in all cases of unwanted attention.
Conflict in Customer Service
Brad Franklin is supervisor of the Customer Service Unit of the Wilson chain. He has been in the position for just over three years. The Customer Service Unit plays a key role for the Wilson chain. This department issues all of the Wilson chain credit cards. Brad started as a credit analyst. He had moved his way up to supervisor and is now in charge of six analysts.
Since almost half of all sales at Wilsons is paid using a Wilson’s credit card. The Customer Service Unit is vital to the organization. The Customer Service Unit runs background checks on potential cardholders. The credit analyst helps to determine if the applicant is a credit risk. The applications had to be handled with care. The information received could be unique but the job could be routine. However, you did need a keen eye, investigative skills in handling credit information. They also handled calls from the store and customers on the status of their …show more content…
He would show both them over and over how to check references and do the investigations. He would ask if they had any questions and would always answer them. After the two weeks was up, Brad let them start doing it on their own. With the phone being positioned in-between the two, he assumed that they would alternate answering. That was not the case. Brad noticed that Don was answering all the calls and doing all things involved with the call, even asking questions of Brad when needed. Brad then noticed that Don and Karen were arguing a lot. It was mild to begin with but over time, they amplified. Brad also noticed that Karen was withdrawn from the rest of the unit. After having a discussion with Karen, she accused Brad of not training her the same as he trained Don. She believed it was because she was a woman. Brad did not believe that her gender made a difference in the way he trained