Question

Read the following scenario and answer the question in 5--10 sentences You are the manager at a large call center that markets insuranee products. Part of your duties is handling internal complaints from employees and external complaints from customers. During the course of the day, you receive the following complai nts: (1) a complaint from employee Steve that alleges workplace harassment; 2) a o tat lags he wias swiadled into inery expensive policy covering njuries to her poodle (a) a complaint from eustomer Larry that alleges the employee that he spoke with on the phone wasn't alleging that he was passed up for a promotion because of his age. H knowledgeable or licensed to sellthe Surplus Lines policy that he purchased; (4) a complaint from Henry ow would you handle the various complaints?

Answer 1

Being a manager handling internal and external complaints, it would be part of my duty to handle each complain diligently which are in confirmation with company’s policies and laws of the land. The given situations would be handled as follows

a) In case of complain of workplace harassment, detailed explanation needs to be sought from both the persons concerned. A clear communication that workplace harassment would not be tolerated in the organization should be made to all employees and specifically to the harasser. Also, in order to take early preventive measures, management should be informed about the incident so that the situation does not worsen.

b) In case of a complaint from a customer, the situation needs to be understood from the salesperson who sold the insurance. In case found guilty, he should be warned against future incidences. The customer may be given the option to continue with the policy, she may be offered cancellation, discounts and other low cost insurance options as per the company policy.

c) In case of complaint by customer about the sales person not adequately knowledgeable or licensed to sell the product, the customer needs to be assured that the company only employs licensed sales person. However, as per the negative experience of the customers, a senior sales personnel or manager may be advised to talk to the customer and handle his queries. Also, the sales personnel against whom complain had been made should be advised to update himself with adequate knowledge and he should be considered for re-training after discussion with his manager.

d) On complain against not being promoted because of age, the employee should be communicated that any discrimination against an individual is against the organizational policies. The merits of the complainant must be discussed with the concerned manager and the manager’s observation should be communicated to the complainant.