June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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107
Case 22
✍
Confl ict 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 fulfi lled 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
by customers ...
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