solution

You are attending a training session at work on ethics. You take your supervisory role seriously and have made tough decisions in the past to comply with your manager’s instructions that included asking staff to “upsell” during customer service calls, holding staff accountable for their performance numbers, and firing non-performers. While at this ethics session, you have started wondering about ethical behavior. You want to do the right thing but are not sure what that is. Your manager has just asked you to handle customer service calls regarding a programming bug without admitting the existence of the bug. The bug will be fixed in two days with a system upgrade without any admissions. You are instructed to tell staff to suggest that it is user error or conflicts with other software or hardware programs if calls are received in the next two days. You are leaving the company in two weeks for a big promotion in a subsidiary for which your manager has provided you with a stellar reference.

Answer these questions

1) How do you handle this request with your manager? Support your answer with information from the learning segments

2) If you proceed with the manager’s request, what do you say to your staff?

3) What is the company’s obligation to not set unreasonable goals?

4) What “rights” do customers have with regard to sale or problems with goods.

5) Think of a time when you have dealt with a similar situation. Explain the situation and what you did? Do you wish you had handled it differently, if so, how?