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Ethics issues for customer service managers
Customer based ethical issues
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“The golden rule for every business man is this: ‘Put yourself in your customers place.’ Orison Swett Marden. A business manager must be able to understand the implications of the decisions that are being made. Sometimes customers are not right and managers must handle the upset customer with great poise. The manager must be able to motivate employees to put forth good work effort and above all, they must consider the needs of the company. The principles of the golden rule give the manager the basic tools to care for angry customers, motivate employees and make sound business decisions.
At any given time interview can be done with those in customer service and one thing will always remain there will always be unhappy customers. Anyone can search the internet and easily find many stories of customer complaints. There is even a website that allows small business to post complaints of those customers that are never happy. This brings the question is the customer always right? Looking at the current nature of business technology has made so many advances. Yet according to Bloomberg Business the upset customers are on the rise (Bloomberg). The industries that seem to be the most affected are those of the retailers, cable and satellite providers, and banks. This is in large part to the inability for the company to give the customer a lasting experience. The customer is left with unanswered question or the feeling of being swindled. The golden rule gives a great guideline to any manager facing an angry customer. How would you want to be dealt with? The manager can turn things around easily if they take the time to understand the issues in which the customer is upset. According to Forbes there are seven ways to handle u...
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...siness world can be improved if the golden rule would be applied. When dealing with an angry customer the manager can take a moment to reflect on how they would like a manager to handle their issue. In those moments when the issue is clearly not at the fault of the company the manger can respond with understanding and sympathy. When looking at how to manage employees the golden rule is very important. A manger can apply the basic tools of the golden rule and transition from a manager to a leader. All of these things are sound business decisions. As a motivated employee is the life blood to a company the rule plays a very important role. Mangers have a heavy load to bear; being a leader is not for everyone. It can be tough and rewarding all in the same day, for this reason applying the basic tools set by the golden rule can allow for a more effective manager.
Effective organizations are able to clearly define their ethical expectations by setting high moral standards, writing codes of conduct, and utilizing mentoring programs. “Masters provide your servants with what is right and fair, because you know that you also have a Master in heaven” (Col. 4:1). When organizations clearly define their ethical expectations to their subordinates, they are much more likely to treat their customers fairly. Customers who are treated fairly are much more likely to be loyal consumers of the products or services that the company provides. This helps to establish a loyal customer base that a business can depend upon, thus providing a predictable source of annual revenue. If an employer treats their employees with respect, honesty, and with candor they’ll give the customer 110% (Rion, 2001).
Sinek describes how most companies can easily define “what” they do, however, very few can tell the customer “why” they do it. In fact, most Soldiers can tell you the “what” they do in the military. However, to tell someone the “why” they do it could pose a much greater challenge. Sinek uses the Golden Circle for the foundation of why great leaders should utilize their “why” versus their “what” to be an effective leader. Sinek writes, “The Golden Circle was inspired by the golden ratio- a simple mathematical relationship that has fascinated mathematicians, biologists, architects, artists, musicians and naturalist since the beginning of history” (pg. 37). The Golden Circle, as shown in figure 1, is comprised of three circles: The Outer-most ring is the “What,” this is what the company does to fulfill their core belief. The next ring is the “How,” this is how the business fulfills their core belief. Finally, the innermost ring is the “Why,” this is the core belief of the business. It is why the business exists. Sinek uses the Golden Circle to illustrate how many companies begin with what they do, instead of why they do
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
There is an exceptional amount of religions in the world that have contrasting and varied ideals and concepts. However, there are some common traits that the religions of differing ideologies, as in western and eastern thinking, share. One of those traits that can be found in almost every religion is a trait that people choose to call “The Golden Rule”. The basic concept of the Golden Rule is that you should treat others in the same fashion that you would want them to treat you. Even though it is a more moral and ethical aspect, it is still prominent in very spiritual religions. Islam, Christianity, Buddhism, and Confucianism all have their own ways of portraying the message of the Golden Rule. Islam is often a misunderstood religion by our
Why is it that we, humans, seek to follow the “golden rule”? We are told to “treat others the way you want to be treated”, but is this really the way to get ahead in life? The simple foundation of the golden rule is a key concept in most major religions around the world. In an ideal society, everyone would love, speak nothing but the truth, and look out for his or her neighbor. Cheating, stealing, and killing would be non-existent threats. However, as we look with a keen eye at the actual communities around us, we discover the hard truth, one that merely has an appearance of gold. In reality, we follow another rule: “gain power, even if it entails mistreating others”. It is a hard truth to learn that men are not always honest, but it is even more difficult to discover that those who lead our societies are not the spitting image of perfection. We wish to instigate leaders that possess virtuous qualities yet; we live in a world where men do not always follow such honorable rules. Niccolo Machiavelli, a former unorthodox diplomat from Florence, introduced the necessity for amoral leaders in his pamphlet: The Prince. William Shakespeare, on the other hand, portrayed accurate examples of leaders struggling with the art of politics in his play The Tragedy of Julius Caesar. Rulers such as Julius Caesar, Marcus Brutus, Mark Antony, and Caius Cassius underwent the challenges of leading with many different approaches including: love, fear, shrewdness, generosity, miserliness. Although the human conscience may struggle against the ideas put forth in The Prince, the actions of the commonly known leaders in Shakespeare’s The Tragedy of Julius Caesar reveal the ultimate necessity for Machiavellian rule in society.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Today in the business world there are many successful business men and women that succeed in their own areas of business. The main reasons of their success are of their aspects on managing their company from taking risks to motivation and commitment. A successful manager is also a leader to the other co-workers and employees of the company; he/she must guide and lead them to success and happiness.
“Slaves are to be submissive to their own masters in everything; they are to be well-pleasing, not argumentative, not pilfering, but showing all good faith, so that in everything they may adorn the doctrine of God our Savior.” (Titus 2:9-10) This verse has good guidelines on how employees are supposed to treat their employers. A manager must respect his employees in order to be ...
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.
Creating the right work environment is priority number one for every CEO. Employees at all levels must feel proud working at the company and the CEO should make sure that they have the chance to feel that they are adding value to the company's operations. The golden rule of 80/20 can be a very useful tool to make sure that the CEO provides positive reinforcements to his or hers employees. For every interaction with an employee, the CEO should try to say four good things about that particular employee's work and one slightly bad. In this wa...
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
Management “is the art of getting things done through the efforts of other people” (p.8). We all know that the management is not how it was when it was first started back in the early 1990s. Managers have a big responsibility of making sure there managing their areas of responsibly and team very well. Principle of Management is a way of making sure you are managing your work by involving others to make sure it gets done. According to our text Carpenter, Bauer, & Erdogan (2009) ,”the principles of management are the activities that “plan, organize, and control the operations of the basic elements of [people], materials, machines, methods, money and markets, providing direction and coordination, and giving leadership to
Customer Service is the provision of service to customers before, during and after a purchase. The perception of success of such connections is subject to workers "who can modify themselves to the identity of the visitor". Customer service concerns the need an association relegates to customer service in respect to segments, for example, item development and valuing. In this sense, an association that esteems good customer service may spend more cash in preparing representatives than the normal association or may proactively interview customers for feedback.
Finding techniques to help you deal with that difficult customers is just part of running a successful and effective company or business today. By utilizing these techniques a company or business is able to turn a bad customer or difficult customer service situation into an opportunity to improve your business. These techniques by Fox Small Business Center include listening, building rapport through empathy, lowering your voice, assume you have an audience, knowing when to give in, don’t get angry, never take it personally, follow up and remember that your interacting with a human.