Tyrone, one of your salespeople, calls the home office of Alaska office Supplies and, sounding angry and right eous, blasts the factory and support people for not paying attention to a customer. He claims that they caused late delivery, didn't follow up, and shipped the wrong products. The imprudent home office manager reacts angrily and says to Tyrone, Who do you work for any way? Me [meaning the company] or the customer?"
As tempers flare (as they can in telephone con- frontations, the conversation ends with "Who the hell do you think you are?"
Questions:
1. How should the home-office manager have evaluated the situation
2. What would you do as Tyrone's sales manager?