please give enough information and respond to the critical thinking questions. write in plain english
Working Through Technology and People Problems at Child's Play Toy Company Background Since opening its newest store in Princeton, New Jersey, Child's Play Toy Company of Minneapolis, Minnesota, has been getting mixed customer reviews. Designed to be state-of-the-art, open, and customer-friendly, the store includes an attended ac- tivity area where small children can play while parents shop. In addition, an inno- vative system makes it possible for local customers to order products from catalogs or from the company's website and then go to a drive-up window to pick up their purchases without leaving their cars. Another creative feature involves interactive television monitors in the store-where customers can see a customer service rep- resentative at the same time the representative sees them. To reduce staffing costs, the customer service representatives are at a Philadelphia, Pennsylvania, location and are remotely connected via satellite and computer to all new stores. This sys- tem is used for special ordering, billing questions, and complaint resolution. Cus- tomers can use a computer keyboard to enter data In recent months, the number of customer complaints has been rising. Many people complain about not getting the product that they ordered over the system, they are uncomfortable using the computer keyboard, they dislike the lack of per sonal touch and the fact that they have to answer a series of standard questions asked by a "talking head" on the screen, they have encountered system or com- puter breakdowns, and they cannot get timely service or resolution of problems. Your Role As a customer service representative and cashier at the store, you are responsible for operating a cash register when all lines are operational and more than two cus- tomers are in each line. You are also responsible for supervising other cashiers on your shift and dealing with customer questions, complaints, or problems. You re- port directly to the assistant store manager, Meg Finochio. Prior to coming to this store, you worked in two other New Jersey branches during the five preceding years. This afternoon, Mrs. Sakuro, a regular customer came to you. She was obvi- ously frustrated and pointed her finger at you as she shouted, "You people are stu- pid!" She also demanded to speak with the manager and threatened that, "If you people do not want my business, I will go to another store!" Apparently, a doll that Mrs. Sakuro had ordered two weeks ago over the in-store system had not arrived. The doll was to be for her daughter's birthday, which is in two days. Although Mrs. Sakuro has a heavy accent, you understood that she had been directed by a cashier to check with a customer service representative via the monitor to determine the status of the orders. When she did this, she was informed that there was a problem with the order. The representative who took the order wrote the credit card num- ber incorrectly, and the order was not processed. When Mrs. Sakuro asked the cus- tomer service representative why someone hadn't called her, the representative said that the customer service department was in another state and that long distance calls were not allowed. She was told that the local store is responsible for verifying order status and handling problems. Mrs. Sakuro's behavior and attitude are upsetting to you. Critical Thinking Questions 1. Based on the behavioral style information in this chapter and other subjects dis- cussed in this book, what do you think is causing the complaints being made? 2. What system changes would you suggest for Child's Play? Why? 3. What can you do at this point to solve the problem? 4. What primary behavioral style is Mrs. Sakuro exhibiting? What specific strate gies should you use to address her behavior
