Human Dynamics

In: Business and Management

Submitted By tanvikomal56
Words 4404
Pages 18
Case5 Subhash Sane was the Senior Manager-Retail Operations of a very established hyper mart. It was a Monday afternoon as he stood by the glass door at his office watching people coming in and leaving the store. It was a Monday and there were not too many people other than those who wait for the weekend rush to ebb before they stepped into the store for their week-long groceries He could see one young girl at the footwear section for ladies struggling to decide which pair to buy.| It seemed that she wanted to buy one pair and could not decide which one of the two to buy. Subhash could see her trying one out, walking to the mirror and repeating the same with the other pair. Finally, after the customer service representative of that section had a small conversation with her, the girl happily marched to the till with one pair. Subhash walked back to his chair wondering how similar this incidence was to the situation he was in. He had interviewed three candidates in the last three days for the position of customer service representative. The three candidates did fulfill the basic requirements of the job and did seem to fulfill all the requirements mentioned in the job description. But he could not decide which one to select. There was no way he could try all the candidates out to choose like the girl did with her footwear! And then an idea struck him—'If someone could help that girl decide, I could also do with the advice from someone'. He sat in his chair and called his friend Meera, who was an HR Manager in a bank. ' Subhash: Are you free—can we talk for a few minutes? I need help (sounding desperate) Meera: Yes tell me! Subhash: I have to hire a customer service representative (CSR) for my store and I am confused. Meera: I understand—it's tricky at times—but you need to first tell me who a CSR is and what does he or she do? Subhash: A retail CSR or retail salesperson…...

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