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 customer’s concerns and finally says to the customer, ‘You know, you’re 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 specialist’s desk. ‘What do you think you’re doing?’ the supervisor asks. ‘You just cost us a customer! I won’t put up with your negative attitude any more. Either you call that customer back and apologize, or you’re 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 supervisor’s 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?