Trade Ethics.edited.edited

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Balancing Customer Service and Company Integrity
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Balancing Customer Service and Company Integrity
I would respond by acknowledging the customer’s perspective and expressing
empathy for their frustration. However, I would gently suggest that while we value customer
satisfaction, there are limits and policies. These policies ensure fairness, consistency in our
service, and compliance with legal and ethical standards. The adage “the customer is always
right” does not mean they can demand anything, especially if it goes against our policies.
I would not break the company’s policies to satisfy this customer. Policies were
implemented to ensure consistency, fairness, and compliance with ethical standards in all
customer interactions. Breaking these policies can lead to consequences. It would be wise to
emphasize this to the customer while demonstrating empathy. I am committed to helping
customers to the best of my ability within our company’s policies.
I would want to retain the customer, but I am also responsible for upholding the
company’s policies. I would politely explain that his request exceeds what we can offer
within the bounds of our policies. I would also propose alternative solutions to his requests
(Bozic & Kuppelwieser, 2019). I would consider escalating the matter to higher management
to see if he can accommodate his concerns within the policy framework.
If I yield to the customer’ …
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