This is the problem, Please help me to answer Ethical Dilemma 2.1 and Critical Thinking 2.1 also :)) the content shown below. You may answer based on your own words. Its all about understanding. Hope you help me. Thanks

CRITICAL THINKING ACTIVITY 2.1 You and Your New Job in Customer Service In the following case study, you are a new employee and are excited and happy to begin your position in customer service with United Booksellers. Read about the company and your role in customer service, and then answer the questions at the end of the case study. Background United Booksellers is the fifth-largest retailer of publications on the West Coast in the United States. It started 15 years ago as a family-owned bookstore in Seattle, Washington, and has grown to over 125 stores in seven states. The organization currently employs 3,000 employees, each of whom receives extensive customer service training before being allowed to interact with customers. Recent issues of Booksellers Journal and Publishers Select magazine have heralded the ality service and friendly atmosphere of the organization. United Booksellers has been praised S the appearance of the facilities, helpfulness and efficiency of employees, wide selection of 28 Client Customer Service & Workplace Relations publications, and intimate coffee shops where patrons can relax and read their purchases over a hot cup of fresh cappuccino. Your Role As a new customer service professional with United Booksellers, you are excited about starting your job, which will require continual customer contact. As a child, you watched your siblings perform customer service functions at the local Burger Mania Restaurant and always thought you'd like to follow their lead. Since you like people, enjoy a challenge, don't get stressed out easily, and have hopes of moving into management, you anticipate that this job should be just right for you. In this position, you'll be expected to receive new publications from publishers, log in receipts, stock shelves, assist customers, and occasionally work as backup cashier. Critical Thinking Questions 1. Are there indicators of United Booksellers' service culture? If so, what are they? 2. If you were an employee, in what ways would you feel that you could contribute to the organizational culture? 3. If you were a customer, what kind of service would you expect to receive at United Booksellers? Why?11H llt.'.-\\l Dill .\\-'l.\\-1.-'\\ 2.1 Your organization's return policy stresses that \"Our goal is your total satisfaction,\" yet you have been told by your supervisor that returns cost the organization money and negatively impact her quarterly bonus. For that reason, she has instructed you and other employees that you should find a reason not to accept returns and provide refunds whenever possible (e.g., a package was opened, it has been more than seven days since purchase, a receipt is not provided, or the item is being discontinued and the manufacturer will not take it back). She has even suggested that you lie to a customer or make up an excuse rather than accept a return. Further, she instructed you that all returns and refunds must be approved by her, yet when she is paged over the intercom, she typically does not respond and leaves you and other service employees to face an escalating negative customer situation. 1. How does such a service atmosphere potentially impact customers? Employees? 2. What message does this approach to service say about the organization? 3. What are potential outcomes of such practices by the supervisor? 4. What can you and other employees do to address the situation? 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