Question

SKILL BUILDING Human Relations The ability to interact effectively with and motivate others is an important skill to develop. By striving to improve human relations skills, customer service providers prepare themselves for positive internal and external customer experiences. Discuss and determine an appropriate resolution to the following human relations scenarios: Your company prefers that all employees adhere to policies when responding to customer requests. A few months ago, you waived the policy and gave a customer an extension on her account. Until today, you had forgotten about the incident. A different customer called to request an extension. When you denied the customer's request, citing the policy, the customer responded by saying that he knew you had waived the policy for the other customer. How can you respond to this situation and keep both the customer and your company happy? Recently you have noticed a morale problem in your own department. Employees are arriving late to work, are taking a lot of personal calls during work hours, and are complaining about things that previously were not problems. Since you have no real authority, how can you assist in improving

Discuss and determine an appropriate resolution to the following human relations scenarios:

1. Your company prefers that all employees adhere to policies when responding to customer requests. A few months ago, you waived the policy and gave a customer an extension on her account.

Until today, you had forgotten about the incident. A different customer called to

request an extension. When you denied the customer’s request, citing the policy, the customer responded by saying that he knew you had waived the policy for the other customer. How can you respond to this situation and keep both the customer and your happy happy?

2. Recently you have noticed a morale problem in your own department. Employees are arriving late to work, are taking a lot of personal calls during work hours, and are complaining about things that previously were not problems. Since you have no real authority, how can you assist in improving morale and in making your department a nicer place to work?

3. Last week you gave a customer the answer to a question. The customer was not pleased with the answer and left angry. Today, it came to your attention that the answer that you gave the customer was not correct. In fact, the cor-rect answer is in his favor. How can you contact the customer and convey the cor-rect answer while maintaining your own professionalism?

Ethics in Action

You have recently been hired to work in the Bursar’s Office of the local community college. You believe that you were hired because you have the unique ability to convey empathy while also solving the problem at hand. Today you showed up for your first day at work. One of your new coworkers has just posted a sign that says, “Poor planning on your part does not constitute an emergency on my part.” What should you do?

Answer 1

1. According to the given situation, the customer has to be explained about the situation carefully and alternative choices can be offered to the customer to create win-win situation with the customer by telling that "For security reasons we are not able to extend the old accounts sir, but we are glad to offer you some extra customization options and recommendations to optimize your account"

2. I can assist in improving the morale by writing an email to the management about the problem and I can suggest the management to bring out a cell phone etiquette policy into force. The policy has to spell out clear terms and conditions to use the cell phone during business hours. It also has to mention the disciplinary action that can be taken if terms are violated at various stages. They include verbal warning, written warning and ban of a cell phone if it affected the business hours and productivity of the work. Finally, it also has to be reviewed by all the employees and signed by them, acknowledging that policy terms and conditions are understood by them.

3. I would call the customer directly over his or her personal number and apologize him for the mistake happened and appreciate him for the help he did in updating my knowledge regarding the issue. I also say him that customers feedback is highly valued and assurance will be given that the situation will not repeat again.

4. I will deal with this situation, by practising to tell 'NO' and I will not let myself drag into other people's drama. I will tactfully say no with a reason or I will start practising to say 'No' with an asterisk i.e. I will think all the possible options that could benefit or bring loss to me while involving in the team and then will say 'NO' accordingly.