When Stacy had to deal with an upset customer about a mistake in an order, she said the following: "I am very sorry about this problem, and I am glad that you have brought it to our attention
I understand that you feel as though you were mistreated. If the company
promises to reship the products correctly tomorrow at a 20% discount, would that be an
agreeable solution?" Did Stacy handle the customer correctly?
A. Yes, because she apologized, gave feedback, acknowledged their dissatisfaction,
and made a plan to meet expectations.
B. No, because by being so gracious the customer will likely try to find problems
another time to get the 20% off.
C. Yes, because she stood up for the company's position and did not let the
customer walk all over her.
D. No, because Stacy was too understanding. Good customer service favors the
company while still attempting to keep the customer content.
A
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Tori was heading a team working on mobile applications. Her manager decided to staff the project with fresh graduates because he believed they understood the technology better
Tori was against the idea, but her boss overrode her and asked Tori to work with the new employees. The inexperience in the team meant that the project was way off schedule and suffered quality issues. At a postmortem meeting, Tori's manager accepted full responsibility for the failure and absolved Tori of any blame. What leadership quality did Tori's manager exhibit? a) Accepting responsibility for failur b) Working with passion c) Displaying optimism in the face of adversity d) Working toward achieving goals persistently
The presence of token female and minority employees and stereotyping can lead some white male managers to:
a) commit outright discrimination in employment, compensation, and promotion. b) express a preference for mentors who are similar to themselves. c) exaggerate the differences between themselves and minorities, seeing minorities as less qualified for advancement. d) refuse to serve as mentors to women and minorities.