Scenario You are Bob Yeader, a Sales Manager, of a small printing company. One of you sales people asked for a meeting. The meeting was difficult. The sales person, Pat Lawson, broke down in the meeting. Pat said the work was too much and the customers too demanding. Where Pat used to be able to get all the work done in one a week, there was now too much work. Your internal staff has noticed that Pat seems stressed. You wonder if customers are seeing the stress. Pat was ready to quit. Pat has been with your company for 15 years. You knew that there was more work, after all there were more customers, and you recently put in place some new procedures and technology to make to service customers better and increase sales. Pat was the only one struggling; at least you thought so. You were wondering what your options are. Read the You Decide scenario and decide on a response. Your goal is to identify the critical issues in the scenario and determine how you would resolve. Write a report correctly formatted of at least 125 words. Category Points Description Gather data 15 Demonstrate a strong grasp of the problem at hand. Demonstrate understanding of how the course concepts apply to the problem. Analyze complaints 15 Apply original thought to solving the business problem. Apply concepts from the course material correctly toward solving the business problem. Readability 5 Write your answer clearly and succinctly using strong organization and proper grammar. Use citations correctly. Total 35 A quality paper will meet or exceed all of the above requirements.
Attachments
Managing Employees to give great Customer Service
Scenario
You are Bob Yeader, a Sales Manager, of a small printing company. One of you sales people asked for a meeting. The meeting was difficult. The sales person, Pat Lawson, broke down in the meeting. Pat said the work was too much and the customers too demanding. Where Pat used to be able to get all the work done in one a week, there was now too much work. Your internal staff has noticed that Pat seems stressed. You wonder if customers are seeing the stress. Pat was ready to quit. Pat has been with your company for 15 years. You knew that there was more work, after all there were more customers, and you recently put in place some new procedures and technology to make to service customers better and increase sales. Pat was the only one struggling; at least you thought so. You were wondering what your options are.
Read the You Decide scenario and decide on a response. Your goal is to identify the critical issues in the scenario and determine how you would resolve. Write a report correctly formatted of at least 125 words.
|
Category |
Points |
Description |
| Gather data |
15 |
Demonstrate a strong grasp of the problem at hand. Demonstrate understanding of how the course concepts apply to the problem. |
| Analyze complaints |
15 |
Apply original thought to solving the business problem. Apply concepts from the course material correctly toward solving the business problem. |
| Readability |
5 |
Write your answer clearly and succinctly using strong organization and proper grammar. Use citations correctly. |
| Total |
35 |
A quality paper will meet or exceed all of the above requirements. |
What is your role in the scenario
Your role is to come up with a solution for Bob’s situation. If you were in Bob Yeader’s position what would you do? Define the problem(s) as you see it? Determine possible solutions and pick a solution to implement immediately.
Players
Chris Nihil,HR Manager
Look Bob, there have been a lot of changes lately. Things are going great on the sales end, but it is taking its toll. Pat is not the only one struggling. Some others have talked to me as well. Your emphasis on generating new sales is coming at the expense of some old customers. Also it takes a lot more work to generate new sales. Pat has been with us for 15 years and we want to keep her. Pat has our largest customers and they seem to be happy with her. You are asking more of the sales people but haven’t provided any support.
George Fish, Customer Service
I am not sure what is going on but I have more customers than Pat and am not having any trouble keeping up. Give me Pat’s customers and I’ll keep up fine. I don’t understand what is going on, I have been here six months and it seems to me we are too soft on these old sales people. Pat doesn’t even know how to use text messaging. If they can’t do the work, we should make some changes. Know what I mean? I have some friends I just graduated with who aren’t working and could step in and do the job right away.
Jack Mason, Bob Yeader’s Consultant
Bob, I see this a lot. With more emphasis on technology and procedures some people aren’t as quick to catch on. You made a lot of changes, but you know there has not been any training, and when was the last time you have done any sales training or time management training. You need to spend more time with your sales group. Pat has your largest customers and spends a lot of time with them. If I remember right these customers are not only large, but complicated. Don’t you want Pat to spend time with these customers? Who generated the last new customer? It was Pat wasn’t it?
Monica Milton, Customer Service Representative
Look, I work a lot with Pat. Pat is used to schmoozing with customers and spending a lot of time socializing. Pat is used to doing everything for the customer. With as many customers as we now have and the emphasis on getting new customers, that isn’t working. It seems to me Pat is disorganized. A lot of the work is falling onto me and I definitely don’t have the time to do Pat’s job.
Deliverable
What would you to resolve this scenario?
Given the scenario, your role and the information provided by the key players involved, it is time for you to make a decision. If you are finished reviewing this scenario, close this window and return to this Week’s You Decide tab, in eCollege, to complete the activity for this scenario. You can return and review this scenario again at any time.
Jermaine Byrant
Nicole Johnson
OVER
RATING
YEARS
