As a customer service representative and cashier at the store, you are responsible for operating a cash register in the store at Child’s Play when all registers are open and more than two customers are waiting in each line. You are also responsible for supervising other cashiers on your shift and dealing with customer questions, complaints, or problems. You report directly to the assistant store manager, Meg Giarnelli. You worked in two other New Jersey store branches during the five preceding years.
The representative who took the original order apparently wrote down the credit card number incorrectly and the order was not processed. When Mrs. Sakuro asked the customer service representative why someone had not called her, the representative said that the customer service department was in another state and that front line employees are not allowed to make long-distance calls. She was told that the local store where she was picking up is responsible for verifying order status, contacting the customer via telephone, and handling problems. There was no valid explanation given when Mrs. Sakuro asked why someone in New Jersey had not just e-mailed her since they had her e-mail address. Mrs. Sakuro’s behavior and attitude are upsetting to you.
From the behavioral style information in the chapter and other subjects discussed in this book, what do you think is causing the complaints being made?
What system changes would you suggest for Child’s Play? Why?
What can you do at this point to solve the problem?
What primary behavioral style is Ms. Sakuro exhibiting? What specific strategies should you use to address her behavior?
