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BUSN258 Week 5 You Decide

Scenario Summary
You are a general manager with
a service company. You are hearing comments from your sales group that
customers are unhappy with your company. The comments range from poor service,
missed assignments, to technical failures. When you ask for specifics, you get
a general view of dissatisfaction from your sales group but not a clear view if
there is an issue.
You have met with several of
your large customers in the past few months and they have not indicated that
there is an issue. If anything your impression from customers is that things
are going well. Your company is growing and there are new customers and some
new sales people.

Your Role/Assignment
Would you investigate customer
complaints further? If so, how would you proceed to understand if there is a problem
with service?

Activity
Read the You Decide scenario
and decide on a response. Your goal is to identify the critical issues in the
scenario and determine how you would resolve. Write a report correctly
formatted of at least 125 words.

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