![]() Define the specific ethical issue/conflict. What is the appropriate response to this customer's most recent communication to you?Ī) Respond to the customer directly to let them know that you have been in touch with your customer support team and understand that they can issue a new fitting but cannot provide a refund.ī) Escalate the customer's issue to the senior leader of operations and legal counsel for review and ask them to consider issuing the refund despite company policy.Ĭ) Acknowledge the customer support team has done what they can for the customer and disregard any further emails or calls from the customer.ĭ) Contact the reporter you frequently work with at Channel 6 to provide background on this customer's issue, asking them to provide you advance notice if the customer reaches out.ġ. Your policies prohibit a complete refund outside of 30 days of purchase. APR AND EAR PRACTICE PROBLEMS FULLHowever, the customer stands firm that he does not want a new fitting but instead a full refund. You have alerted the leader of your customer support team, who has conveyed that they are very familiar with this customer and have done "everything they can" to resolve his concerns, including offering a new fitting and new prosthetic. His last communication stated that he will be reporting this customer issue to the Channel 6 "On Your Side" reporting team if he is not fully refunded. Over the past three days, you've five phone calls and 10 emails from this customer, who is sharing graphic photos and stories about his discomfort and unrest. A recent customer has latched on to you and is holding you personally responsible for addressing their serious concerns about the sizing and comfort of their prosthetic mechanism. You are doing your best to ensure every inquiry is conveyed to and addressed by the customer support team. Oftentimes instead of reaching out to your company's customer support-which you know to be short-staffed right now, with extremely long hold times on the phone and up to 72 hour response times via email-customers will reach out to you about inquiries regarding billing, product use and other concerns. You can not use the information since you aren't sure if the source had a confidentiality agreement while as an employee of the opponent.Īs the public relations manager for a company who produces specialized prosthetics for wounded war veterans, you are often contacted directly by customers with very personal stories and inquiries as your phone number is listed on the company's website as the media contact. The information is fair game since it was gathered during the bar's normal business hours.Ĥ. You can not use the information since the former staffer did not give express permission to use what he said.ģ. You can use the information because there is no reasonable expectation of privacy at a bar.Ģ. Which would be the most ethical choice in this situation for handing the information you were given?ġ. This juicy information is exactly what is needed to damage the opponent's reputation and put your candidate over the top to win the election. ![]() ![]() The staffer said that this information was overheard by a former staffer of the opponent while at a local bar. While looking for material for the next round of commercials, a campaign staffer hands you a transcript containing unflattering information about the opponent and illicit affairs he's had with several women other than his wife. ![]() It has been a tight race and there are only a few weeks left until Election Day. It is election season and you are the public relations rep for a mayoral campaign in a fairly conservative town. ![]()
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