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You are a general manager with a service company. You are hearing comments from your sales group that customers are unhappy with your company. The comments range from poor service, missed assignments, to technical failures. When you ask for specifics, you get a general view of dissatisfaction from your sales group, but not a clear view if there is an issue. You have met with several of your large customers in the past few months, and they have not indicated that there is an issue. If anything, your impression from customers is that things are going well. Your company is growing and there are new customers and some new sales people. Would you investigate customer complaints further? If so, how would you proceed to understand if there is a problem with service? 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.
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 the issue. Write a report correctly formatted of at least 250 words. Submit the report to the Dropbox. Remember to run the spelling and grammar check on your work before turning it in. Question 1.1. (TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? Question 2.2. (TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? Question 3.3. (TCO 2) Which of these can be a value turnoff for customers? Question 4.4. (TCO 2) Which of these can be a systems turnoff for customers? Question 5.5. (TCO 3) Which of the following is true about listening to customers? Question 6.6. (TCO 4) Which of the following is true about customers in the zone of indifference? Question 7.7. (TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline.