Conflict: Customer Management Essay

Submitted By Lbelfort1
Words: 557
Pages: 3
Open Document
Strategies to implement change. Making Riordan employees work together towards the success of implementing one customer management system will take time and cooperation from managers and subordinates. A good idea would be to implement the changes over the course of twelve months. During this time Riordan should educate and communicate to employees the importance of a customer management system. Robbins explains how communicating the logic of a change can reduce employee resistance (Robbins, pg.594). Robbins also explains how employees who receive the full facts and clear up misunderstandings are more likely to be less resistant to the change; communication can also sell the need for the change (Robbins, pg.594) Riordan could spend a couple of months passing information to their employees about the changes to come and the advantages these changes will bring for both the employees and Riordan’s customers.
Riordan could also build support for the employees. Riordan should create a training course where employees are shown step by step how to use the new system to avoid errors, as well as reduce the fear of a new system the day it is launched in the company. The training should include hands on training with a customer management system simulation as opposed to reading from a manual. Educating the employee in using the system in different scenarios to assist a customer will allow them to better service that client without the inconvenience of making mistakes. Employees who feel unprepared and anxious are resistant to commitment to Riordan and to any changes this company brings in.
Developing a positive relationship with the manager will definitely help. Robbins explains how “people are more willing to accept changes if they trust the managers implementing them” (Robbins, pg.594). All managers should be prepared to answer all questions subordinates may have about the new customer management system. After introducing the new system, explaining its importance, and making employees go through hands on training with all scenarios possible, the last few months prior to launching the new system, Riordan managers should have one on one meeting with their subordinates. This will allow employees to ask any questions they may still have on
Show More

Related Documents: Conflict: Customer Management Essay

Pdf Level 3 Unit 4

`Spotlight on Management` on pages 133-149 and the practice lesson `The Real World` on page 152. Please discuss the following questions in detail. Your response to each question should consist of: a minimum word count of 250 words and at least three (3) scholarly sources (1 resource can be the textbook): ********************************************************************************************************** 2. What changed with David between the two parts of the `Spotlight on Management` case?…

Words 1488 - Pages 6

Essay on Terra Cog Case Student Instructions 1

the feedback you received from your TA after the first case. Proof read, edit, proof read, edit, proof read, edit again. Upload to EEE BEFORE CLASS on the due date. The main learning objectives of this case are: 1. To examine communication and conflict within groups. Specifically, I want you examining how the decision making here is affected by personal style, departmental allegiances, individual characteristics, and any other situational factors. 2. To examine the group dynamics in the situation…

Words 1267 - Pages 6

Absa Business Banking Case Study

What is the concept of CRM in relation to the Absa Business Banking credit origination process? Customer Relationship Management is not a new concept it’s been around for more than a decade. Most companies see CRM as just a standard part of the IT infrastructure or cost of doing business but failing to understand its full strategic value and potential. It should not be an appliance but rather a vital part of a firm’s overall business strategy. The CRM concept is being used in the financial services…

Words 792 - Pages 4

Final Paper1

group members, and works consistently on eliminating excessive intergroup conflict. Through examination of a hypothetical working environment, in this case a sports bar, examples will be provided on how to build cohesiveness within the organization in the effort to minimize group conflict and improve overall group productivity. Owning a sports bar can be both an enjoyable and a profitable choice in business, offering customers a place to hang out and unwind. Like any other organization, there are…

Words 1821 - Pages 8

Revenue And Pricing Management: A Meta-Analysis On Revenue Management

A Meta-analysis on Revenue Management BBA 7 – G1 Yvonne LIU 302492 Timothy MA 222747 2013-1 Revenue and Pricing Management Statement of authorship I certify that this assignment is my own work and contains no material which has been submitted as part of an assignment in any institute college or university. Moreover, to the best of my knowledge and belief, it contains no material previously published or written by another person, except where due reference is made in the text of the…

Words 3939 - Pages 16

Peppercorn Dinning Casestudy Essay

organization within which the group is embedded. Below is the mission statement and All-American dining organization’s goals and polices, which are the fundamentals of peppercorn dining. Though All American Dining encourage participatory decentralized management style, it seem like organization is highly centralized. However worker at unit level are interested in making their own decision. It also looks like there seems to be a lack of communication between…

Words 2068 - Pages 9

RESEARCH PAPER LEADERSHIP ROLES

(PHASE 3) Conflict in the workplace is unfortunately an inevitable thing leaders/managers will have to deal with, whether it be internal, or external, when it comes to dealing with consumers’ and customers. As a Human Resource Manager, a big part of my job will be to resolve conflict between team members, mangers and support staff, and even conflict between managers and executives. According the Leadership textbook, leaders and managers spend about 20 percent of their job dealing with conflict. Conflict…

Words 660 - Pages 3

Ford Motor Company Portfolio Management Plan Essay

Ford Motor Company Portfolio Management Plan PROJ587 Advanced Program Management Professor Janet Durgin Prepared by Jennifer Mitchell February 23, 2013 Table of Contents Introduction 3 Strategic Plan 3 Strategic Capacity Plan 4 Portfolio Management Process 5 Portfolio Management Process Flow Chart 7 Project Selection 7 Program Management Plan 8 TGW Trend Chart 9 Area/Sources of Conflict 10 Change Management Plan 10 Resource Utilization Plan 12 References 13 Introduction…

Words 3014 - Pages 13

Communication And Management Plan

Communication and Management Plan Tom Belton, Matthew Schweda & Shaun Pass MGT/311 ORGANIZATIONAL DEVELOPMENT December 16, 2013 Instructor Kevin Harris The purpose of this paper is to assist the Riordan Manufacturing a consolidated system for formal information for customers. This database will assist in customer management and will require all the employees to use a single customer management system. The initial portion of the report will require the supervision and reviewing the company’s intranet…

Words 1195 - Pages 5

Conflict Management In The Workplace And In ADM 353 Leadership Development

my career, I had to deal with conflict management in the workplace and in ADM 353 Leadership Development we researched the various styles to manage conflicts, one of the areas of study was on competing, collaborating, compromising, avoiding and accommodating as it relates to this subject. In my current employment, there has been some tension between a few people; therefore, on the subject of “Work Place Conflict Management,” I intend to present some conflict management strategies that can help resolve…

Words 1207 - Pages 5