January 1994
Beginner to intermediate
400 pages
10h 8m
English
Content preview from 50 Case Studies for Management and Supervisory Training
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Case 22
Conflict in Customer Service
Background Information
Brad Franklin had been supervising the Customer Service Unit of the Wilson chain
of department stores for just over three years. The unit fulfilled an important func-
tion at Wilson: issuing company credit cards. Brad liked his job and was considered
good at it. He had started as a credit analyst in the unit and, as a result of his hard
work, did quite well. Now he was in charge of the unit’s six credit analysts.
Almost half of all sales at Wilson were paid with Wilson credit cards, and there
were always incoming applications. These applications, which had been completed ...
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I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.