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Unformatted text preview: ee to reline a coat for a customer who wants a new coat because the
lining had worn out in “only” two years.
Could be expected to courteously
exchange a pair of gloves that are too
Could be expected to handle the
after-Christmas rush of refunds and
exchanges in a reasonable manner.
Could be expected to make a refund for
a sweater only if the customer insists.
Could be expected to be quite abrupt with
customers who want to exchange merchandise for a different colour or style.
Could be expected to tell a customer
that a “six-week-old” order could
not be changed even though the
merchandise had actually been
ordered only two weeks previously.
Could be expected to tell a customer who
tried to return a shirt bought in Hawaii
that a store in the States had no use for a
Hawaiian shirt. Chapter 3 the manager’s Notebook 93 Perception, Attribution, and Judgment of Others Changing Perceptions and Keeping Women at
Procter & Gamble Co. 1. Perceptions were very much an important factor
contributing to the turnover problem at Procter
& Gamble. First, female employee...
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This document was uploaded on 03/27/2014.
- Spring '14