Case: Confrontation vs. Cooperation (Class Discussion) Overview: Joe (manager) observes conflict between Tina (customer service representative) and Maria (customer), and must step in to restore a damaged customer relationship. Case questions Should Joe take a positional bargaining approach, by apologizing for Tina's rudeness and inconvenience but holding firm on the store's policy? Or should he seek a win/win by accepting the return (even though it goes against store policy) in exchange for restoring Maria's goodwill and the hope of gaining repeat business? Is there a third approach? Which approach would you use? Why? Defend your