Nt1310 Unit 7
Chapter 7: Quality Organizations and Service
This video addresses an employee taking a service call from an unhappy customer. Answer the following questions:
1. If you were Frank Hallady, what would you have done differently? Explain your answer.
I would have been a bit more polite when explaining that I was going to fix the problem. However, he handled the situation very professionally.
2. If you were the manager, what specific employee training would you implement based on Mr. Rollins’ incident?
I would train them how to handle a situation if the employee gets irate. I would do a role play scenario to help prepare them for situations they will more than likely find themselves in.
3. Do you think Frank (the employee) would have
This video addresses an employee taking a service call from an unhappy customer. Answer the following questions:
1. If you were Frank Hallady, what would you have done differently? Explain your answer.
I would have been a bit more polite when explaining that I was going to fix the problem. However, he handled the situation very professionally.
2. If you were the manager, what specific employee training would you implement based on Mr. Rollins’ incident?
I would train them how to handle a situation if the employee gets irate. I would do a role play scenario to help prepare them for situations they will more than likely find themselves in.
3. Do you think Frank (the employee) would have