X GWhat effects, if any, do you think X Bb 934221 + ine tion Page Courses Activity Stream Scenario One: In this scenario, you are the General Manager. Describe how you would handle the customer once you find out about the situation. Also, describe how you would handle the Service Manager. Be specific about what you would say and actions you would take in both situations. An elderly man purchases a top of the line new car from his local dealership. He signs the required papers, pays for the vehicle and drives the car home to show off to neighbors, family members and friends. When the man drives the car to meet up with coffee friends each morning he keeps hearing a loud clicking sound. His friends urge him to visit the dealership's service department. He drops the car off attempts to explain the clicking sound and the dealership shuttles him home where he waits for a call letting him know the car has been serviced. The man returns, thanks the service manager who tells him "no charge" and drives ofT. On his way home, again he hears the clicking sound and frustrated, once home. calls the service manager Man: "You didn't fix a thing! It still makes that sound!" Service Manager There's not a thing wrong with that car sir, we checked everything." Man: "I want to speak to your supervisor right now! Service Manager: "He's not in right now. Can I have him call you?" Man: What choice do I have but I better receive a call." The service manager forgets to give the message to his supervisor (the general manager) and after a few days of waiting, the man returns to the dealership demanding his car be fixed right. right now! The general manager is still unaware of the problem and again the man is shuttled home to a wait his car repairs. Believe it or not the above delivery of the repaired" car and subsequent PER ON D 17: 1/2 Page Courses Activity Stream When the man drives the car to meet up with coffee friends each morning he keeps hearing a loud clicking sound. His friends urge him visit the dealership's service department. He drops the car off, attempts to explain the clicking sound and the dealership shuttles him home where he waits for a call letting him know the car has been serviced. The man returns, thanks the service manager who tells him "no charge" and drives ofl. On his way home, again he hears the clicking sound and frustrated, once home, calls the service manager. Man: "You didn't fix a thing! It still makes that sound!" Service Manager There's not a thing wrong with that car sir, we checked everything." Man: "I want to speak to your supervisor right now! Service Manager: "He's not in right now. Can I have him call you?" Man: "What choice do I have but I better receive a call. The service manager forgels to give the message to his supervisor (the general manager) and after a few days of waiting, the man returns to the dealership demanding his car be fixed right. right now The general manager is still unaware of the problem and again the man is shuttled home to an his car repairs. Believe it or not the above delivery of the repaired" car and subsequent conversations continue between the man and the service manager for two weeks and live attempts to fix what the man hears as a clicking sound the service manager holds to his a x Bb 934221 G What effects, if any, do you think X + ine Eion Page Courses Activity Stream opinion there is nothing wrong with the car. Beyond that, the above conversation now includes shouting, some not-so-nice language from both and the man threatens to suel Your Response: X GWhat effects, if any do you thinx Bb 934221 x + Youtline estitution Page Courses Activity Stream Scenario Two: This is a two-part scenario. First part: In this scenario, you are the owner. Do you agree with the response the owner had, why or why not? If you do not agree, how do you think the owner should have responded. Again, be specific about what you would say and the actions you would take Second part: In this scenario, pretend it was the manager who responded to the customer this way. You are the owner. Would you support your emplovee. How would you react to both the customer and the manager A woman calls a carpet cleaning company to utilize a special coupon she received in the mail to clean three carpets at a discounted price. The appointment is set and the cleaning crew arrives on time and gets to work while the woman heads or to run some errands Upon retuming home, the crew is gone and as she wanders through the areas cleaned, she notices a large yellow stain the crew was unable to remove. She calls the owner of the carpet cleaning company and begins to scream immediately Woman: "I've been cheated and who even knows how long your crew was here? They didn't even clean the carpets correctly. I still have a huge vellos stain on one carpet' I will never recommend your company you don't do what you promise Owner: Ma'am I'm sorry vou're unhappy but maybe Nou should have stayed onsite to make sure the job was done to your satisfaction? Woman: "So it's my job to make sure your credit carpets correctly Owner: "My crews are all great and I'm sure the sain could have never been removed! Dovou have a pet? Did your pet have an accident on the area ou mention + Bb 934221 X G What effects, if any, do you think X line ution Page Courses Activity Stream ' , . , be specific about what you would say and the actions you would take. Second part: In this scenario, pretend it was the manager who responded to the customer this way. You are the owner. Would you support your employee? How would you react to both the customer and the manager? A woman calls a carpet cleaning company to utilize a special coupon she received in the mail to clean three carpets at a discounted price. The appointment is set and the cleaning crew arrives on time and gets to work while the woman heads off to run some errands. Upon returning home, the crew is gone and as she wanders through the areas cleaned, she notices a large yellow stain the crew was unable to remove. She calls the owner of the carpet cleaning company and begins to scream immediately Woman: "I've been cheated and who even knows how long your crew was here? They didn't even clean the carpets correctly. I still have a huge yellow stain on one carpet. I will never recommend your company you don't do what you promise. Owner: Ma'am I'm sorry you're unhappy but maybe you should have stayed onsite to make sure the job was done to your satisfaction Woman: "So it's my job to make sure your crew cleans carnets correctly Owner: My crews are all great and I'm sure the sain could have never been removed! Do you have a pel? Did your pet have an accident on the area ou mention Woman: What? Your ad said 100 percent satisfaction guaranteudi Owner Well it was a discount coupon and if you read the back of the coupon it does state the coupon is only good for one visit" Woman: "You gotta be kidding me," and hangs up very unhappy she even shelled out the money at all. grumbling. I should have rented one of those machines myself + Bb 934221 GWhat effects, if any, do you think X $_1/cl/outline Institution Page Courses Activity Stream **** CUM EIU. EU ULLE VUURWERK ruwo you have a pet? Did your pet have an accident on the area you mention?" Woman: "What? Your ad said 100 percent satisfaction guaranteed!" Owner: "Well it was a discount coupon and if you read the back of the coupon it does state the coupon is only good for one visit." Woman: "You gotta be kidding me," and hangs up very unhappy she even shelled out the money at all, grumbling, I should have rented one of those machines myself! Your Response (Part One): Your Response (Part Two): a o line tion Page Courses Activity Stream Upon retuming home, the crew is gone and as she wanders through the areas cleaned, she notices a large yellow stain the crew was unable to remove. She calls the owner of the carpet cleaning company and begins to scream immediately. Woman: "I've been cheated and who even knows how long your crew was here? They didn't even clean the carpets correctly I still have a huge yellow stain on one carpet! I will never recommend your company you don't do what you promise." Owner: "Ma'am I'm sorry you're unhappy but maybe you should have stayed onsite to make sure the job was done to your satisfaction? Woman: "So it's my job to make sure your crew cleans carpets correctly?". Owner: "My crews are all great and I'm sure the stan could have never been removed! Do you have a pet? Did your pet have an accident on the area you mention?" Woman: "What? Your ad said 100 percent satisfaction guaranteed! Owner: Well it was a discount coupon and if you read the back of the coupon it does state the coupon is only good for one visit." Woman: "You gotta be kidding me." and hanus up very unhappy she even shelled out the money at all. grumbling. I should have rented one of these machines myseln Your Response (Part One): a