A Balancing Act

Research shows that “94% of workers consider a firm’s ethics critically important in their choice of employers (Hartman, DesJardins, & MacDonald, 2014).” If for no other reason than attracting and hiring the best workers, managers must understand how their decisions impact the organization.

As managers, we must explore how to manage the ethical behavior of not only ourselves, but also of other people in the organization, that 94%. We need to model the way, to show others, our workers, how to make ethical decisions and how to behave ethically. We must create an environment that fosters ethical behavior. Too often, in our quest for sales and profit (we do have to earn a profit to stay in business), we might sacrifice sales for ethical behavior.

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How do we balance sales and service in a stressful, if not hostile, work environment? In the article and video Why Customer Service Representatives Might Be Deliberately Making Your Experience Worse, (Links to an external site.) you see in graphic detail how a company might treat a customer poorly, if not unethically. Is this company sacrificing ethical behavior for sales? Would this company be more profitable in the long run with a more positive and ethical work environment?

Instructions

Assume you are a senior manager for a call center in a very large, very profitable organization. Recently, employee turnover has increased, and customer complaints are beginning to make their way onto your desk. You must determine what steps to take to reverse this negative trend.

In your paper reference the following points:

Discuss the importance of ethical behavior at all levels in an organization.
Discuss the business value of creating a positive, ethical work environment.
Consider marketing advantages and customer loyalty.
Consider improved morale through honest and ethical conduct.
Consider compliance with legalities and regulations.
Provide a framework for giving your managers and employees the knowledge, the skills, and the tools for ethical decision making in daily operations.
Use a minimum of four credible sources, which may include this week’s supplemental reading and other sources, to support your findings and conclusions

Link to website and video:
https://abcnews.go.com/Business/customer-service-representatives-deliberately-making-experience-worse/story?id=29926935

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