Increasing Customer Complaints Indicates Issues with Service

Increasing Customer Complaints Indicates Issues with Service

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Instructions

Increasing Customer Complaints Indicates Issues with Service

Make sure to answer these both in separate Word Documents!

300 Word Minimum for EACH topic!

Discussion Topic 1:

As the vice president of sales for Dunder Mifflin, Inc., a company that manufactures and sells paper to commercial offices, it has come to your attention that there has been an increase in the number of customer complaints concerning your Scranton branch’s service representatives. Of particular importance is the number of complaints that involve claims in excess of thousands of dollars.

Because these large dollar amounts can lead to lawsuits being filed, you want to investigate what is causing the increase in complaints and how Dunder Mifflin can process these complaints to avoid burdensome litigation.

What steps should you take to discover, in the most accurate and efficient manner, the reasons customers are filing complaints?

What is the distinction between mediation and arbitration?

Should Dunder Mifflin’s sales contracts include a clause that requires the parties to attempt resolution of the dispute by mediation? By arbitration? By some other mechanisms?

If Dunder Mifflin’s sales contracts did include a dispute resolution (other than litigation) clause, when can the courts still be used?

 

Discussion Topic 2:

Suppose you offer your car for sale. Your car was submerged up to the windows in a flood three years ago, but the car currently seems to be operating fine for you.

A potential buyer asks you, “Has your car ever been in an accident?” If you say “no,” have you committed a misrepresentation? What must happen for a fraudulent representation to occur?

Suppose the person instead asks you “Has your car ever been damaged?” What other types of misrepresentation are there?

If a potential buyer does not ask you any questions regarding the condition of your car, must you voluntarily disclose that your car has been in a flood? Should you? Could a misrepresentation occur by remaining silent?

Would this person be able to rescind a contract due to a misrepresentation or mistake?

RUBRIC
Excellent Quality 95-100%	Introduction 45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.		Literature Support 91-84  points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.			Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score 50-85%	40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.		83-76  points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.			52-49  points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality 0-45%	37-1 points The background and/or significance are missing. No search history information is provided.		75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.			48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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