Customer Service Training Lesson 5 Business Ethics

In this Lesson you will… Have an understanding of your individual accountability as it relates to the business world Understand the ramifications of third party conversations or shop talk

Terminology Accountability An individual’s ability to be held responsible for decisions and actions that they have made or done. Bias An inclination or judgment that interferes with impartial judgments. Cause & Effects A chain reaction of events. The reason something has occurred has results and implications. Examples: If a customer has had a bad experience with a particular service provider or sales associate, the effect may be that the customer will take their business elsewhere. Commitment To make a promise or obligation. A commitment can be a onetime occurrence or a long-term commitment to a particular cause or duty.

More Terminology Ethics The branch of philosophy what is right and what is wrong. Gossip The exchange of information about others. Gossip is often about what someone heard about another individual; what they did, what they looked like, who they were with, etc. Integrity Adherence to a value or standard of conduct. Personal honesty and independence. Inventory Control Accountability and recordkeeping of a company or organizations products. The process or procedures in which stock is received and distributed in order to reconcile inventory.

Hooray! More Terminology Loss Prevention/Control The processes and policies a company and their employees follow to eliminate theft or fraud of products, cash, or inventory. Professional Code Of Ethics The set of standards in which an employee is expected to follow. Inclusive of behaviors, practices, and beliefs. Both company and credentialed professionals adhere to a prescribed set of ethics and standards. Examples: Accountants, Attorneys, Health Care Professionals, etc. Reputation The general perception of a person or thing held by the general public. In what regard an individual is thought of.

Bending the Rules Vs. Breaking the Rules Companies all have rules that may be formal and informal Know which ones have exceptions When in doubt about the rules, ask your supervisor

Always tell the truth Honesty is the best policy. Deceit will catch up to you. In situations where honesty is going to hurt someone, saying nothing may be the best policy. You are not lying. Rather you are protecting someone’s feelings. Always be truthful about your products, services, and policies. Never make misleading claims. When you make a mistake, be up front and admit to it. When you take responsibility for your actions, people will respect you.

Doing the right thing Think before making decisions to be sure that what you are doing is right and ethical. Even if a close friend or family member wants a discount that is not offered, you cannot because it is not ethical

Follow Through Do what you say you will when you say you will. Become a person others can rely on. If customer service has been passed on to another service giver, follow through with that person to make sure the customers needs have been met. When you give someone your word, mean it, Let your word be your bond.

Appropriate Use of Resources This includes: Materials, Time and Money Integrity and ethics include being mindful and aware of wasted time and money. Time cards should be filled out properly Materials, even pens and paper should not be wasted

Cause and Effect When one thing happens it makes something else happen. For example: Good customer service will result in satisfied customers, who in turn may spend more money on goods and services that you offer. They are more likely to tell friends and family about your company.

Gossip/Shop Talk=Drama Be aware of what you say and when you say it. There are many sides to an issue and by indulging in “shop talk” you may be contributing to wrong information. Negative talk never turns positive Never knock your competition. You will be the one who looks bad. Fact (objective) vs. Opinion (subjective) or Bias: Beware of assuming something about a person or a situation. You may not have all of the facts.

Accountability/Data Integrity It is your responsibility to be accountable and ethical. This ensures inventories, cash drawers and finances are reported properly. Check for accuracy before sharing information with others If necessary ask a coworker to review your information for accuracy.