1a. Identify and explain how any 4 (four) issues from the case may be considered a source of conflict for the parties involved. 1b. Justify any 2 (two) possible approaches you would advise the Customer Services Supervisor Jenna to take in an effort to settle the conflict situation for the best result. BJ'S SUPERMARKET CUSTOMER CONFRONTATION:Recently, Jenna, Supervisor in the Customer Services department, witnessed a squabblebetween a customer and one of the customer service representatives Tina who is CaucasianAmerican. The customer Maria who is of Latin American ancestry, was attempting toreturn what she claimed was a defective belt sander. Maria claimed the sander caused aserious abrasion to her husband's arm, resulting in a trip to the emergency room. Tina wasrude to Maria in her response and not only refused to honor the return because she claimedit was beyond the 30 day 'no questions asked' return policy, but she suggested that Maria'shusband had not followed the product directions appropriately. Tina went on to askwhether Maria's husband could read English. Maria angrily responded that although sheand her husband are Latino, they are US citizens and fluent in English.When Jenna overheard the conversation she walked up to the returns counter and askedTina to assist another customer. She then offered to assist Maria. Jenna had a dilemma.Though she knew Maria had been wronged by Tina's conduct and offensive comment, shehad to agree with Tina that the sander probably was not defective and that the returnpolicy could not be honoured. Jenna was unsure how to handle the situation. In an idealscenario she hoped to restore Maria's goodwill while holding firm on the store's policy byrefusing the return.

Industrial relations is the aspect of human resource management that is concerned with the system,…

1a. Identify and explain how any 4 (four) issues from the case may be considered a source of conflict for the parties involved. 1b. Justify any 2 (two) possible approaches you would advise the Customer Services Supervisor Jenna to take in an effort to settle the conflict situation for the best result.

1a. Identify and explain how any 4 (four) issues from the case may be considered a source of conflict for the parties involved. 1b. Justify any 2 (two) possible approaches you would advise the Customer Services Supervisor Jenna to take in an effort to settle the conflict situation for the best result.

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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Question

1a. Identify and explain how any 4 (four) issues from the case may be considered a source of
conflict for the parties involved. 1b. Justify any 2 (two) possible approaches you would advise the Customer Services Supervisor
Jenna to take in an effort to settle the conflict situation for the best result.

BJ'S SUPERMARKET CUSTOMER CONFRONTATION:
Recently, Jenna, Supervisor in the Customer Services department, witnessed a squabble
between a customer and one of the customer service representatives Tina who is Caucasian
American. The customer Maria who is of Latin American ancestry, was attempting to
return what she claimed was a defective belt sander. Maria claimed the sander caused a
serious abrasion to her husband's arm, resulting in a trip to the emergency room. Tina was
rude to Maria in her response and not only refused to honor the return because she claimed
it was beyond the 30 day 'no questions asked' return policy, but she suggested that Maria's
husband had not followed the product directions appropriately. Tina went on to ask
whether Maria's husband could read English. Maria angrily responded that although she
and her husband are Latino, they are US citizens and fluent in English.
When Jenna overheard the conversation she walked up to the returns counter and asked
Tina to assist another customer. She then offered to assist Maria. Jenna had a dilemma.
Though she knew Maria had been wronged by Tina's conduct and offensive comment, she
had to agree with Tina that the sander probably was not defective and that the return
policy could not be honoured. Jenna was unsure how to handle the situation. In an ideal
scenario she hoped to restore Maria's goodwill while holding firm on the store's policy by
refusing the return.

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