From the course: Providing Legendary Customer Service
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Ethics in customer service
From the course: Providing Legendary Customer Service
Ethics in customer service
- [Narrator] Steve works at a regional claims office for an insurance company. He enjoys getting to know his customers, and goes out of his way to provide them with outstanding customer service. His coworkers always ask him for advice on how to deal with difficult customer situations. One of Steve's favorite customers brought her car in to get an appraisal. Someone had hit her in a parking lot and just laughed. He was writing up the estimate to fix the damage, when she asked him if he could include her broken side mirror so she could get it fixed too. She was asking him to do something that was strictly against company policy. He did feel sorry for her though. What should Steve do? Help out someone that needed a break, but that would require him to violate company policy? Or tell her that he couldn't? This is what I call an ethically challenging situation. In business, and especially in customer service, you may be…
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