Case Study (Jet Blue).
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Q 1. The worst statement to begin in an email addressing the customer service staff
- ”The growing problem of abusive customer communication must stop immediately-after all, without the customers, we have no revenue; without revenue, you have no jobs.”
Justification: The manager should use effective communication skills while correcting the employees (Pugh et al. 2018, p 29). When a mistake is made, the manager should not reprimand the employees in public; neither should they shout at their employees as this affects their self-esteem, affecting how they do their work.
Q 2. The worst way of responding to the accounting manager who is having difficulty in fitting in;
- Tell these people to stop complaining and; the accounting manager is doing her job well, and that’s what that counts
Justification: The manager should not pick sides in events of the employee-to-employee conflict. The gesture of picking sides can be understood differently by the employees, and they may view it as an s favors and thus creating more problems (Callanan et al. 2017 p 359). Instead, the manager should talk to the accounting manager in private and try to explain the importance of fitting in, which would make her work easier.
Q 3. The worst response to deal with a rumor
- Try to spread a counter rumor so that the employees who are worried about their job will get the right message the same way they got the wrong one.
Justification: Rumors in an organization distract the employees in their line of duty by causing anxiety and restlessness. They also impact the worker’s morale negatively, and this can significantly affect how they carry out the duties assigned to them and, in the long run, affect the company’s revenue (Moraru G M 2019 p 124). Managers should take every rumor seriously and address it by reassuring the employees and stating the facts to counter the existing rumor, thus offering a reprieve to the employees.
Q 4. The worst response that a customer who is complaining about on Twitter could be given is;
- Ignore the passenger’s rants; every time you respond, you increase the chances that more of your Twitter followers will see his complaints. He will eventually get tired of complaining, and the storm will blow over
Justification: Online platforms have the potential of making as well as breaking a company. When customers praise the standards of the services that are offered online, it draws new customers (Fouli M et al. 2020 p 298). However, when they express dissatisfaction online, they discourage other new customers from seeking services in the future. As a result, online ranting by customers should be handled delicately in a way that will express the company’s concern with the satisfaction of the customers.
References
Callanan, G. A., Perri, D. F., & Tomkowicz, S. M. (2017). Career management in uncertain times: Challenges and opportunities. The Career Development Quarterly, 65(4), 353-365.
Fuoli, M., Clarke, I., Wiegand, V., Ziezold, H., & Mahlberg, M. (2020). Responding Effectively to Customer Feedback on Twitter: A Mixed Methods Study of Webcare Styles. Applied Linguistics.
Moraru, G. M. (2019). THE INFLUENCE OF RUMORS ON ORGANIZATIONAL STRESS. Annals Constantin Brancusi’University of Targu-Jiu. Engineering Series, (3).
Pugh, H. B., Brady, M. K., & Hopkins, L. M. (2018). A customer scorned: effects of employee reprimands in frontline service encounters. Journal of Service Research, 21(2), 219-234.