...approach because when giving you boss news most if not all want you to be straight to the point. This will not matter if it’s good or bad news. b. The indirect approach because this will prepare the reader for the bad news and then offer them a solution at the end. c. The indirect approach because in this situation the customer will be displeased and you want to soften the blow of the bad news. d. The direct approach because when you are talking to the employees you want to be quick and straight to the point. There are several things that need to be accomplished at work on a daily bases they will not want to read a long email. e. The direct approach because this should not come as a surprise because the customer would be notified before the purchase of the ticket. The customer will still receive compensation for the 1 full year after the flight. f. The indirect approach because the airline is not taking into consideration that the customer was unable to use them because of being out of the country. The customer is going to be very angry so you need to set the calming ground before the bad news by giving a buffer. g. The indirect approach because this is going to because an emotional stand point from the customer when dealing with insurance. You want to slowly insert the bad news in this situation and then proceed to give them a positive close. h. The direct approach because when this shouldn’t be a surprise to the customer and the company needs...
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...Delivering bad news is a part of life. But for all organizations the way that news is delivered is critical to employee engagement and to the success of the organization. Because delivering bad news is a reality that all organizations must face, it is crucial that the way that news is delivered in a way that does not catch employees completely off guard and cause extremely negative reactions. In the article, “The Delivery of Bad News in Organizations,” author Robert J. Bies presents a framework for the delivery of bad news in organizations. The delivery of bad news is a part of organizational operations. Bad news in organizations is a daily occurrence. It can be through a negative performance review, customer service disasters, denial of proposals, and employee layoffs or employee terminations. When leaders are asked to name their most difficult task, invariably the delivery of bad news is at the top of the list (Bies, 2010). Even though leaders accept the delivery of is a part of organizations life they are often reluctant to do so. The delivery of bad news is often an emotional event for managers because they may become the target of anger, retaliation and even though they may not be directly responsible, they are often the focus of blame. Being blamed for the news can be detrimental to the person tasked with delivering the bad news, as it may seriously erode their organizational legitimacy. Bad News Defined The working definition of bad news for this purpose is information...
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...headquartered in Pontianak with distribution area throughout Kalimantan Barat. The company specializes in heavy vehicles spare parts and industrial equipment for a wide variety of industries. These industries include forestry, mining, palm plantation, and infrastructure. The company is founded by Iskandar Tansari who already in automotive spare parts industry since 1980 with Metro Motor that focused on supplying spare parts to big industries and have flourished because of its dedication to providing the highest quality of spare parts and surpassing service standards that results in a value that is unmatched. The companies then merged into Serayu Motor and combined the customer bases. 2. Vision and Mission Statement Vision Our highly valued employees are committed to keeping our customer needs satisfied in today’s ever-changing automotive industry. Mission...
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...Another problem affects Taco Bell after the unfortunate incidents that is its reputation. A bad reputation may be a direct impact on sales in many different ways. The potential customers of Taco Bell may immediately choose for them a different brand of fast food. These loyal customers may temporarily go somewhere else. Besides, the bad reputation also can be the reason of internal disturbance of Taco Bell, especially for stakeholders. The bad reputation like the rumors, and their spread is unlimited. We can hardly control them all. Similarly, “according to Clark, the number of E.coli cases has been steadily growing. However, he added, this trend may be the result of improved recognition technologies rather than an increased incidence of outbreaks.” (Mark A., 2006) The impact of technology in modern life is immeasurable, and sometimes it exaggerates things than what actually happened. However, we can use this wonderful advantage to rebuild our image. With modern media, we can quickly control the current bad situation and have some other impression to people do not think more about E.coli cases as well as our bad reputation does not too spread out....
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...FOREIGN TRADE UNIVERSITY FACULTY OF INTERNATIONAL EDUCATION ⃰⃰ ⃰ ⃰ JOHN LEWIS – A CUSTOMER SERVICE CASE STUDY Prepared for Dr. Cao Dinh Kien Instructor of the course Applied Integrated Business By Man Hong Ngoc Class: FB6A ***** October 27, 2015 I – Introduction John Lewis The John Lewis Partnership is an employee-owned UK company, which operates John Lewis department stores, Waitrose supermarkets and some other services. The company is owned by a trust on behalf of all its employees – known as Partners – who have a say in the running of the business and receive a share of annual profits, which is usually a significant addition to their salary. The group is the third largest UK private company in the Sunday Times Top Track 100 for 2010. Additionally, John Lewis also has the distinction of being UK’s best high-street website after beating M&S in October 2010. Moreover, John Lewis is one of the UK’s top ten retail business with 27 John Lewis department stores and more than 166 Waitrose stores. The first store opened in Oxford Street London in 1864 with the first branch of the Waitrose chain opening in 1904. John Lewis has been known for providing a unique source of competitive advantage that has fuelled 75 years of profitable growth and a reputation among customers and suppliers unparalleled in the UK retail industry. The John Lewis Partnership is a visionary and successful way of doing business, boldly putting the happiness of Partners at...
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...organization achieve a competitive advantage to grow and adapt in the marketplace. Innovation refers to implementing new ideas, creating dynamic products, and improving existing services. Businesses that innovate create more efficient work processes and have better productivity and performance. Innovation is the key to competitive advantage for a successful organization. Best Buy’s New Division and Product Innovation requires new ideas. Best Buy is constantly thinking of ways to keep its customers happy. Best Buy is now reaching out to the customers who want to give back to their community. Best Buy is creating a new division called Best Giving. This division's focus will be on helping others in local communities. The mission statement of Best Giving is “To give peace, hope, and help to local communities through the generosity of our loyal customers”. As part of Best Buy’s undefined mission statement “… a growth company focused on better solving the unmet needs of our customers…” (Strategic Management Insight, 2013), Best Giving is meeting customer needs by altering the rewards card program. The card will now allow customers to give back their earned rewards to a charity of their choice. Customers can choose what percentage (up to all 5%) of their rewards they would like to donate and to whom. Customer Needs and Competitive Advantage Best Giving focuses on the customers who want to help others. There are very few companies that have the ability to market charity. After all, being...
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...advertisements and promotions across every from of media. The ASA responsibility is to ensure that all advertisements are: legal, decent, honest and truthful. For example the ASA make sure the language used in the advert is not bad, and if it is, it won’t be shown day time while children are still watching TV. They also make sure what is said in the advert is true, say; if a business advertises their product saying it can remove spots within 24hours but in real life it doesn’t the ASA will make the advert will not be show because they business is not telling the truth. Also, they ensure the company which is advertising their product respect the principles of fair competition which is generally accepted in the business. For instance, Aldi advertise their product and in so doing they tell the public not to buy from Asda because their goods are not good or their product are expensive. This would be classed as unfair competition by Aldi as they are trying to ruin the reputation of Asda without any valid reason. When a company breaks the rules of the ASA what they can do to the company is; The ASA adjudications the company by putting on companies profile a bad publicity- which means the companies public reputation is at risk, since they will be giving a bad reputation in advertising or promotions; so most of the media’s will not be willing to broadcast their adverts. Furthermore, the company will be denied space in publication- the company will not be allowed to post banner on the...
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...Bank of America 3/12/12 History of the company: The bank of America has become one the most well known banks in the world. In fact this success is due to it several historical merges, especially with the bank of Italy, founded by Amadeo Giannini in San Francisco in 1904. The founder and president of Bank of America agreed to the merging on 1929. It operated under the name Bank of America, and in 1958 the bank harnessed the technology that lets credit cars to be linked directly to bank accounts by introducing bankamericard, and this was the progenitor of VISA. Bank of America first expanded to the borders of California with its acquisition of Seattle-based Seafirst Corporation in 1983. From this, the company expanded in Idaho, Arizona, Washington and Oregon, and it was the largest in history. In 1998, the company was purchased by NationsBank, which moved the headquarters to charlotte North Carolina. The bank suffered serious losses when the director was not able to pay back the large hedge fund it loaned. NationsBank structured the purchase as a merger and renamed the merged company the bank of America Corporation. The company had assets totaling 570 billion dollars, with 4800 branches situated across 22 states. It is currently the largest bank in the United States. Comentario [RN3]: I got lost with the dates during your presentation. There are some more here, but the history could have been made clearer with specific dates and actions. Comentario [RN2]: This sentence...
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...The biggest shopping day of the year, Black Friday has been reimagined and recreated. In hopes to provide customers with a better shopping experience, retailers have revamped the way people all around the world can shop this year. As the world’s largest retailer, Walmart is consistently busy on the most important shopping day of the year; Black Friday. Despite this, Walmart has also been known for having the most pandemonium on Black Friday. This year, Walmart plans to wipe away it's bad reputation by giving customers the chance to avoid the shopping hassle and violence. In order to create a more convenient way for customers to shop, Walmart has decided to offer doorbuster deals online at 12:01 a.m (Pacific Time) on Thanksgiving Day. These...
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...Hotels and Resorts (Rosewood) is a private hotel management company. Brand Rosewood is only known among hotel professionals. Rosewood differs from its completion by giving uniqueness to its hotels. Rosewood hotels carry their own brand. Rosewood hotels are unique, each hotel is one of its kinds, and they are creative and flexible. Each hotel’s interior, exterior and menu reflect the local culture and define the local philosophy. Rosewood growth strategy: 1. Re-launch and re-position an existing luxury hotel which has a strong brand name by providing professional management 2. Help developers build luxury hotel and create brand equity in the property. Brand Rosewood is never marketed, and is not popular in market. Many customers don’t know the name rosewood some knew through the travel agent. Individual property was stressed not the brand name. Rosewood always marketed the hotel by the property name. Rosewood’s management has been considering new branding strategy. Instead of branding hotels locally, rosewood is considering to go with corporate branding with all its hotels. From the data analysis 40% of the customers enjoyed return visit but only 5% stayed in more than one of Rosewood’s properties. By branding Rosewood ought to improve cross property usage and build a strong brand name among customers. 2. DEFINE THE BRANDING OPTIONS AND DISCUSS THE NONFINANCIAL PROS/CONS OF EACH. ADDRESS THE PROS AND CONS AND HOW YOU WILL DEAL WITH THEM. Rosewood has two branding...
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...may cause to the problem is a lot of number of workers. Lot number of workers and unexperienced workers have cause to the situation. The salary of the workers also the factor of the problem. The workers said that they should receive more from what they receive now a days. This may cause the worker not interested to the works. Chief executive of RBS said that the problem came from the technology and not from the workers. He said that the error is understood to have occurred after a software update froze part of the banks’ computer systems last Wednesday, affecting 17 million customers. Although the problem was resolved on Friday, it created a backlog of more than 100 million transactions that were not paid in or out of bank accounts as they should have been. The problem will hang and take a long time when the worker will dismiss and the new unexperienced workers will replace and this will cause to trouble for twice. This will affect the bank and the business mainly. The bank will be responsible on what have happen and bank have spent lot of money on the management it at the bank. Senior bonus of RBS will be deduct to motivate the workers to work smart in the future....
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... Bad answer: “I love to shop. Even as a kid, I spent hours flipping through catalogues.” Don’t just say you like it. Anyone can do that. Focus instead on your history with that particular industry, and if you can, tell a success story. Good answer: “I’ve always loved shopping, but my interest in retail marketing really started when I worked at a neighborhood boutique. I knew our clothes were amazing, but that we weren’t marketing them properly. So I worked with management to come up with a marketing strategy that increased our sales by 25% in a year. It was great to be able to contribute positively to an industry I feel so passionate about, and to help promote a product I really believed in.” 2. Tell us about yourself. Bad answer: “I graduated four years ago from the University of Michigan, with a Bachelor’s in Biology – but I decided that wasn’t the right path for me. So I switched gears and got my first job, working in sales for a startup. Then I went on to work in marketing for a law firm. After that, I took a few months off to travel. Finally, I came back and worked in marketing again. And now, here I am, looking for a more challenging marketing role.” Instead of giving a chronological work history, focus on your strengths and how they pertain to the role. If possible, illustrate with examples. Good answer: “I’m really energetic, and a great communicator. Working in sales for two years helped me build confidence, and taught me the importance of customer loyalty...
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...make a manipulation or some fraud for example, that the clerk issue a check but the check is not for the employee but for the clerk. So we must have someone to control the clerk and cut it out when some mistake happen. And to solve this case we can also order someone to be the HR manager to make this case more secure from fraud. And for cashed the check we can give that job to cashier. After separate this duty and authorities we can minimize the risk. b. While opening the mail, cashier set aside, and subsequently cashed, two checks payable to the company on account. Violation: In this case, I think the problem, is why the cashier opened the mail? I think this is clerk job. The cashier job is only spend the money. So we must make a new job description for the cashier and the clerk. Solution: So we can make solve this case by, first we must separate the...
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...company. Spirit Airlines had some negative publicity recently. This negative publicity was regarding their customer service which they deemed to have a material adverse effect on business. In the past they have experienced a relatively high number of customer complaints related to, among other things, their customer service, reservations and ticketing systems and baggage handling. In particular, they generally experience a higher volume of complaints when they make changes to the unbundling policies, such as charging for baggage. This irritates customers and they complain. Thier reputation and business could be materially adversely affected if we fail to meet customers’ expectations with respect to customer service or if they are perceived by our customers to provide poor customer service. They did a horrible job when they tried to handly it. Spirit launched a Congress-facing grassroots campaign based on a shameful lie as stated on its website: “Spirit must now HIDE the government's taxes and fees in your fares.” The truth is that airlines must prominently display a “total price,” which includes the base airfare and mandatory fees and taxes. However, airlines are allowed to break out these cost items on their websites and in print advertising in as much detail as they care to. Spirit knew this but chose to endeavor to manipulate its customers. Guess what? Disrespected customers voiced their overwhelming...
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...ENGL510 Foundations of Professional Communication Writing Assignment 3 -- Bad News Message Instructions In this assignment you will complete a collaborative project designed to solve the problem of delivering bad news. Communicating bad news is one example of a complex workplace problem. Incorporate strategies for analyzing group dynamics, resolving conflict, and communicating in a multicultural environment to complete the project. Each group has a dedicated discussion area to work on the assignment which begins with an individual effort. Situation: Giving Bad News to a Customer ------------------------------------------------- You are the sales manager at Easy to Be Green. One of the company’s services is to design and install energy-efficient heating, cooling, and insulation systems in both new and existing buildings. Because these systems are custom-designed and involve a variety of sub-contractors, no changes can be made to the design after a date specified in the contract. ------------------------------------------------- ------------------------------------------------- This morning one of your sales people, Chris, comes to you with a problem. The construction manager at Greenfield Community College, a new client with a huge campus and many ongoing construction and renovation projects, has written to Chris requesting a change in the location of a venting apparatus to accommodate a change in the campus’s overall design plan. The request was made...
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