June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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The Management Training Tool Kit
110
American Management Association / www.amanet.org
Case Discussion:
Confl ict in Customer Service
Summary
Brad Franklin supervised the Customer Service Unit for the Wilson chain of department stores.
When two positions in the unit opened up in March, Brad hired two new employees, Don and Karen.
Don had some prior experience in this work, while Karen, who was a recent community college
graduate, had none. She would be the only woman in the group.
Brad had them sit at adjacent desks for training and support reasons. He spent a lot of time
training them during the fi rst two weeks on the job. After two weeks, he instructed them to answer
the phone and handle customer questions. Shortly thereafter, he noticed that Brad ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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.