Case 13.2 Sport Shoe Corporation

414 Words2 Pages
Seminar 6 Case Study #2 Case 13.2 Sport Shoe Corporation What actions would be appropriate for you? Why? a. Place a call to the athletic director assuring him of your commitment to service. Promise to be at Ball State at his convenience to rectify the problem. b. Go by the warehouse and take the athletic director a new shipment of shoes and apologize for the delay and poor quality of the merchandise. c. Write a letter to the athletic director assuring him that SSC sells only high-quality shoes and that this type of problem rarely occurs. Assure him you’ll come to his office as soon as possible but if he feels ACME would be a better choose that Sport Shoe he should contact them. d. Don’t worry about the letter because the athletic director seems to have the attitude that he can put pressure on you by threatening to switch companies. Also, the loss in sales of 20 to 40 pairs of basketball shoes will be a drop n the bucket compared to the valuable sales time you would waste on a small account like Ball State. The appropriate actions for me are. a. Place a call to the athletic director assuring him of your commitment to service. Promise to be at Ball State at his convenience to rectify the problem. and c. Write a letter to the athletic director assuring him that SSC sells only high-quality shoes and that this type of problem rarely occurs. Assure him you’ll come to his office as soon as possible but if he feels ACME would be a better choose that Sport Shoe he should contact them. Futrell (2011) states: Whenever you determined that the customer’s complain is honest, make a settlement that is fair to the customer (p431). For me it always goes back to the Golden Rule, if I treat others the way I want to be treated I know that the customer will be taken care of even in those times that are so favorable. Remaining

More about Case 13.2 Sport Shoe Corporation

Open Document