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What's the Situation?
This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile, the high rate of returns continues. This impacts sales teams meeting their quota. It reduces the profits of the company. And there is no clear solution in sight.
There is strong pressure from competitors and the company could lose market share very quickly. |
What's the Situation?
This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile, the high rate of returns continues. This impacts sales teams meeting their quota. It reduces the profits of the company. And there is no clear solution in sight.
There is strong pressure from competitors and the company could lose market share very quickly. |
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What's the Situation?
“You sent me here and now, I am stuck. My kid is sick. Do something, please.”
I am so desperate. How do I help my employee? I sent her to travel overseas and now there is a pandemic happening. She is locked-down in her hotel. But she has to travel back home since her child is very ill. I feel responsible. I have to help her. But others insist she should take care of herself and I should avoid being involved. I am desperate. How do I stay calm and help my employee?
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What's the Situation?
“You sent me here and now, I am stuck. My kid is sick. Do something, please.”
I am so desperate. How do I help my employee? I sent her to travel overseas and now there is a pandemic happening. She is locked-down in her hotel. But she has to travel back home since her child is very ill. I feel responsible. I have to help her. But others insist she should take care of herself and I should avoid being involved. I am desperate. How do I stay calm and help my employee?
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What's the Situation?
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What's the Situation?
The fraud case of Wells Fargo revealed the danger of companies putting high-pressure sales quotas on employees. The result of such a practice at Wells Fargo Bank led hundreds of its employees to open fake accounts for Wells Fargo clients.
Short-term profits went up by millions, but when the widespread fraud was uncovered, the bank’s fine imposed by the SEC ran into the billions. In addition, the bank lost hundreds, if not thousands, of clients. Your tasks in this exercise are to go through reflection activities and learn lessons from what happens when a company culture sets the tone for fraud. Play the short video on the left. Click "Article" above to continue. |
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