Customer when they complain about faulty products

Assignment Help Operation Management

Reference no: EM132112478

CASE: POWER, RIGHTS, AND INTERESTS

Tina Tumultuous tends to argue with customers when they complain about faulty products, want a refund, or do not adhere to More Power’s refund and return policies. In the past, Joe Newcomer has issued written warnings for repeated instances of rudeness and unprofessional conduct. Although Joe has been patient, his tolerance gave out when he overheard an incident in which Tina was rude and made an ethnically insensitive comment to a Latino customer, Maria. Therefore, he issued a three-day suspension to Tina.

On her first day back from the suspension, Tina requested to meet with Joe. She immediately became argumentative and demanded the removal of the three-day suspension from her record. She also threatened to file a discrimination suit if Joe refused. She claimed that the discipline was unfair because she had observed other employees who were not disciplined after they were rude with customers. She was clearly upset and at one point resorted to tears. She said she was dealing with some stressful family situations but did not elaborate.

Tina seemed to know all the right buttons to push. Joe resented her challenge to his authority, her claim that he was discriminating, and her attempt to manipulate him through emotions. He responded curtly that he did not have to entertain her allegations of discrimination and that the discipline was just and would not be reconsidered. He said Tina was lucky to have a job and the best thing she could do was leave his office and get back to work.

Tina was shaken. As she left Joe’s office, she said, “Well, I’ve got to do what I’ve got to do.”

Joe was angry. Tina was so combative and, as much as he considered himself a calm, rational person, all Joe could do was respond in a similar combative manner. It led nowhere. Joe reflected that there had been a time when he and Tina worked well together. She had been a conscientious employee, and Joe had been a supportive boss. Did he not want that sort of relationship with Tina again? Didn’t Tina?

Case Question

What could Joe have done differently if he truly desired a cooperative relationship with Tina?

Reference no: EM132112478

Questions Cloud

Exotic materials in large power plant : Determine what part the reasons below might have played in the engineering project above and give examples

Position where your firm is contemplating layoff : Earlier, it was noted that you might be in the position where your firm is contemplating a layoff, though employees are not aware.

Determine the average time customers spend at the machine : Determine the average time customers spend at the machine, including waiting in line and completing transactions.

The principles of universal design for learning : Create a lesson in either English/language arts (ELA) or mathematics that includes the components listed in the content expectations.

Customer when they complain about faulty products : Tina Tumultuous tends to argue with customer when they complain about faulty products, want a refund or do not adhere to More Power’s refund and return policies

Chair of the recognition and rewards committee : Assume the role as the chair of the Recognition and Rewards Committee for an organization of 50 employees.

Probability of two or more customers in the system : Determine the probability of two or more customers in the system. Determine system utilization.

Analyze in a paragraph career and technical education : Analyze in a paragraph Career and Technical Education (CTE) by giving a succinct summary of your understanding of this area of education.

Firm manage the logistics or outsource their management : Should the firm own foreign production or should production be outsourced? Should the firm manage the logistics or outsource their management?

User Account

All Pages