Organizational Culture Inventory
Organizational Culture Inventory
Introduction
The unit I selected to study is the Sales and Service department of the organization where I am employed, Verizon Telecommunications. It is the customer service department in which customers call in to order new service, add services or products to existing service, and report any questions, comments or complaints. In addition to placing orders for services, if a customer has a problem or a technical issue, my job is to analyze the problem or issue and recommend a solution. Notice however, the department title, Sales and Service. It is of no accident that the word Sales, is before Service. This is in fact a sales job. During every call, I must make sure I recommend a product or service to a customer. The problem is that management place a great deal of emphasis on the sales aspect of the job and not enough on the customer service aspect. Thus, creating a highly competitive cultural environment where good customer service skills and......
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