Here is a scenario where you would have to deal with a customer who is being rude and abusive. You
work for as a customer service representative at a call center for a company that makes exercise equipment. A customer calls in complaining that her treadmill motor is smoking. She has called in previously and was informed that her
warranty has been voided because she did not follow the maintenance instructions in the handbook for her machine. She is upset because no one ever told her about maintenance when she bought the machine. She starts calling you a crook for robbing her, and continues to call you names (including some we can’t print).
Explore what steps you would take in this situation to remain calm and relaxed.
How would you go about de-escalating the situation?
How do you avoid correcting the customer and putting her on the defensive?
If it became absolutely necessary, how would you phrase a warning to refrain from personal attacks?
6.Please read: Nohria, N., Groysberg, B., Lee, L.–E.(2008). Employee Motivation, Harvard Business Review, 86 (78), p78-84.
And answer the following
view, 86 (78), p78-84.
And answer the following questions:
1.Which motivation theory does Nohria et al.’s (2008, p. 80) model on the “the four drives that underline motivation” relate to?
2.Which of the ‘drivers’ best fit you and why?
3.Now read “the organizational levers of motivation” and refer to the model on “how to fulfill the drivers that motivate employees” (Nohria et al., 2008, p. 81-82). Are the author’s suggestions to motivate sufficient? Why (not)?
4.Read the section on the importance of management. How important do you see management as a driving force for motivation?
5.What is your overall take on the article? Is it the solution to motivation for millennials or Gen Zers like you?