A workplace ethical dilemma : is it fair to "give it back" to customers who misbehave? /
A department head of a call center company in India is perplexed. An employee was interacting with an irate customer who used abusive language over the phone. That employee then put himself on mute and mumbled some foul words in return with the intention to vent out his frustration without being aud...
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| Format: | eBook |
| Language: | English |
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London :
SAGE Publications: SAGE Business Cases Originals,
2024.
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| Series: | SAGE Business cases.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | A department head of a call center company in India is perplexed. An employee was interacting with an irate customer who used abusive language over the phone. That employee then put himself on mute and mumbled some foul words in return with the intention to vent out his frustration without being audible to the customer. Unfortunately, the mute button did not work, and the bad words were recorded. This incident was reported during a call quality audit, which showed that the customer was very unhappy. The policies of the call center clearly state that all staff should adhere to certain codes of conduct with all company stakeholders. The employee insisted that his intention was not to be rude to the customer. He also stated that the company provided faulty equipment, which led to the fiasco. Students will be asked to advise what the department head should do. |
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| Physical Description: | 1 online resource : illustrations. |
| ISBN: | 9781071921463 1071921460 |