Several customer service specialists work in the same office, within earshot of each

other. They wear telephone headsets but they can hear whatever happens in the

room. All report to the same supervisor, who can listen in on their telephone

interactions with customers and consult with any of them by telephone or in an

adjacent office.

One of the customer service specialists gets involved in a rather heated exchange with

a customer. The specialist refuses to investigate the customers concerns and finally

says to the customer, You know, youre a real pain to do business with!

Because everyone can hear half of this conversation, they all stop and listen. The

supervisor overhears the conversation as well and marches straight to the customer

service specialists desk. What do you think youre doing? the supervisor asks. You

just cost us a customer! I wont put up with your negative attitude any more. Either

you call that customer back and apologize, or youre out of a job here.

Questions:

1. How did the customer service specialist step over the line?

2. How might the specialist have better handled the situation with the customer?

3. To what degree did the specialist deserve negative feedback regarding the exchange

with the customer?

4. How would you react to the supervisors behaviour in this situation?

5. How might the supervisor have handled this situation differently?

6. How might the customer service specialist protect his or her rights in this situation?