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An automotive parts manufacturer in Michigan now he is livid, ready to cancel all future orders is part of a larger supply chain that extends from with the company. Asha had called Emma to have the United States, to Canada, Mexico, and back. her help calm the client down and preserve their Emma Wilson, the manager at the main plant out- business relationship, which is now at serious risk. side Detroit, is responsible for customer care-that Meanwhile, Asha is now caught in the middle. is, dealing with her international customers when On top of being unable to satisfy the client's busi- they have problems with orders and shipments. ness demands, she has now also lost the client's She has been distracted on this particular morning respect as Emma's attitude toward her made her resolving an issue with a shipment to Mexico- "lose face." The client, who now feels insulted, has the client is waiting for an immediate shipment of launched into an angry tirade. Emma is also angry, 10,000 replacement mirrors due to a defect, which thinking that Asha should have warned her ahead is nowhere near ready to ship. This means she will of time that a client was also on the line. And Asha have to authorize overtime for staff to complete the is embarrassed by the whole incident. rush order, and then find the budget to cover the cost of expedited shipping to Mexico due to their Case Study Questions delay. She has not counted on any of this. 1. Does this situation have more to do with When the phone rings and she recognizes the voice of her Canadian colleague from Toronto on external customer relations, with internal cus- the line, she is already annoyed and begins imme- tomer relations, or both? Explain. diately. "Ugh, what's up. Asha? I don't really have 2. What should Emma do to resolve the situation time to help you right now. Can't you just handle on all fronts? What should Asha do to keep your problems yourself this time, and I will call you the client happy and to develop a better work- later in the week?" Asha, a little taken aback, has ing relationship with Emma? not had a chance to tell Emma that one of their cli- 3. Explain how this company could encourage ents is actually with them on speakerphone and is complaints in the future to avoid such situa- now very angry, cursing in Canadian French. The tions. What types of complaints and solutions client on speakerphone had his request for a full would you anticipate management receiving in refund for a recent damaged shipment denied, and the company