All Star Honda: Serving Customers with Disabilities
商品編號：W41221
出版日期：2025/02/24
再版日期：
商品來源：
商品主題：General Management/Strategy; Marketing
商品類型：Case (Field)
涵蓋議題：ADA compliance;service recovery;crisis management;sales professionalism;press release;ethical selling;disability inclusion;customer safety;strength-based communication;inclusive service;reputation management;professional integrity;caregiver communication;customer advocacy;organizational accountability;service failures;special needs support;marketing ethics;sales training;service excellence.
難易度：4 - Undergraduate/MBA
內容長度：4 頁
地域：United States
產業：Other Services
事件年度：2024
On July 16, 2024, All Star Honda in Abilene, Texas, faced an unexpected ethical and reputational challenge. A young woman with Down syndrome, who expressed an eagerness to purchase a car with her father’s financial support, was transported to the dealership by a dealership representative at her request. While she enjoyed exploring vehicles and learning about their features, her mother, unaware of the arrangement, became concerned about her daughter’s safety and the circumstances of the visit. In a follow-up conversation with the customer’s mother, Nicholas Varela, vice president of All Star Honda, sought to address the concerns she expressed and reflect on the dealership’s actions. Although she did not offer suggestions for improvement, Varela recognized that it was the dealership’s responsibility to better understand the needs of customers with special requirements. After the conversation, he grappled with how to ensure that All Star Honda could provide inclusive and respectful service while maintaining clear communication with caregivers and families.
教學手冊：All Star Honda: Serving Customers with Disabilities - Teaching Note
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