Mr. John is an emotionally intelligent person who can understand his own as well as others’ emotions and can hide his negative emotions and display positive emotions while dealing with customers as a CSR of the company. One day, a stubborn customer came and started shouting at Mr. John. Mr. John understood that the customer had to visit twice for the same complaint. Also, he had to wait for his turn for 4 hours standing in sun. Mr. John offered a glass of cold water to the customer, offer him to sit of a comfortable seat and assure him that his problem will be resolved the same day. He also had a chit chat with that customer to make him feel better. a. According to Mr. John, what was the necessary and sufficient condition for customer’s aggression? b. What do you think that Mr. John adopted (i) production of desirable phenomenon or (ii) elimination of something undesirable? Why? c. What is the proximate cause of the customer’s behavior? Provide logic.
Mr. John is an emotionally intelligent person who can understand his own as well as others’ emotions and can hide his negative emotions and display positive emotions while dealing with customers as a CSR of the company. One day, a stubborn customer came and started shouting at Mr. John. Mr. John understood that the customer had to visit twice for the same complaint. Also, he had to wait for his turn for 4 hours standing in sun. Mr. John offered a glass of cold water to the customer, offer him to sit of a comfortable seat and assure him that his problem will be resolved the same day. He also had a chit chat with that customer to make him feel better. a. According to Mr. John, what was the necessary and sufficient condition for customer’s aggression? b. What do you think that Mr. John adopted (i) production of desirable phenomenon or (ii) elimination of something undesirable? Why? c. What is the proximate cause of the customer’s behavior? Provide logic.
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
Related questions
Question
100%
Mr. John is an emotionally intelligent person who can understand his own as well as others’
emotions and can hide his negative emotions and display positive emotions while dealing with
customers as a CSR of the company. One day, a stubborn customer came and started shouting at
Mr. John. Mr. John understood that the customer had to visit twice for the same complaint. Also,
he had to wait for his turn for 4 hours standing in sun. Mr. John offered a glass of cold water to
the customer, offer him to sit of a comfortable seat and assure him that his problem will be
resolved the same day. He also had a chit chat with that customer to make him feel better.
a. According to Mr. John, what was the necessary and sufficient condition for customer’s
aggression?
b. What do you think that Mr. John adopted (i) production of desirable phenomenon or (ii)
elimination of something undesirable? Why?
c. What is the proximate cause of the customer’s behavior? Provide logic.
Expert Solution
This question has been solved!
Explore an expertly crafted, step-by-step solution for a thorough understanding of key concepts.
Step by step
Solved in 3 steps
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, management and related others by exploring similar questions and additional content below.Recommended textbooks for you
Understanding Business
Management
ISBN:
9781259929434
Author:
William Nickels
Publisher:
McGraw-Hill Education
Management (14th Edition)
Management
ISBN:
9780134527604
Author:
Stephen P. Robbins, Mary A. Coulter
Publisher:
PEARSON
Spreadsheet Modeling & Decision Analysis: A Pract…
Management
ISBN:
9781305947412
Author:
Cliff Ragsdale
Publisher:
Cengage Learning
Understanding Business
Management
ISBN:
9781259929434
Author:
William Nickels
Publisher:
McGraw-Hill Education
Management (14th Edition)
Management
ISBN:
9780134527604
Author:
Stephen P. Robbins, Mary A. Coulter
Publisher:
PEARSON
Spreadsheet Modeling & Decision Analysis: A Pract…
Management
ISBN:
9781305947412
Author:
Cliff Ragsdale
Publisher:
Cengage Learning
Management Information Systems: Managing The Digi…
Management
ISBN:
9780135191798
Author:
Kenneth C. Laudon, Jane P. Laudon
Publisher:
PEARSON
Business Essentials (12th Edition) (What's New in…
Management
ISBN:
9780134728391
Author:
Ronald J. Ebert, Ricky W. Griffin
Publisher:
PEARSON
Fundamentals of Management (10th Edition)
Management
ISBN:
9780134237473
Author:
Stephen P. Robbins, Mary A. Coulter, David A. De Cenzo
Publisher:
PEARSON