Best Foot Forward
You work in the customer service department at Wellworth Insurance Company. One day at work, a coworker sends you the link to a news story that is going viral: a rival insurance company was recently involved in a controversy involving the illegal disclosure of customer information. The news is causing a stir in the press and has raised questions within Wellworth about professionalism and legal and ethical issues in customer service. In your role, carefully handling customers’ private information is just one of several legal and ethical issues you are faced with. Your adherence to a professional code of ethics, and the ways you present yourself professionally affect the trust customers will have in you. As an experienced member of the team, your boss has selected you to record a webinar on the important topics of professionalism and legal and ethical issues in customer service.
Part One—Legal and Ethical Memo: To prepare for the webinar, create a memo that outlines and explains major legal and ethical issues that face customer service professionals. This memo will be sent out to attendees in advance of your webinar on professionalism. Your memo should explain each legal and ethical issue and provide actionable steps that a customer service representative can take to avoid violating standards related to each. At a minimum, be sure that your memo covers the following key concepts:
Recording calls with customers
Regulatory and industry compliance with credit card security standards
Disclosure of customer information
In addition, provide an explanation of how the Better Business Bureau (BBB) encourages ethical business behavior and consumer trust. Refer to the Project resources “What Agency Takes Reports on Unethical Business?” and “BBB Mission and Vision” as you complete this part of your memo.
Part Two—Professionalism Webinar: Once you have completed your memo, begin recording your webinar. The webinar should explain how to maintain professionalism in customer interactions. Record a three-to-five-minute video in which you explain keys to professionalism in customer service. In your video:
Provide three examples of behaviors or attributes related to speech, attitude, appearance and/or written communications to customers that customer service professionals should maintain in customer interactions. For each example, provide a scenario in which a customer service professional would demonstrate that professional behavior or attribute.
Provide three examples of behaviors or attributes related to speech, attitude, appearance and/or written communications to customers that customer service professionals should avoid. Explain what specifically is unprofessional about each. For each example, provide a scenario in which a customer service professional might demonstrate that unprofessional behavior or attribute.
Be sure to explain your rationale for including each of your chosen examples.
In addition to identifying each behavior, visually demonstrate professionalism in your video. In other words, practice what you preach! To do so, review the Project resources on etiquette and professionalism in customer service, and try to embody the attitudes and behaviors described there in your webinar. For example, in your video, ways to demonstrate professionalism include but are not limited to:
Being polite and enthusiastic
* I’ll be speaking in the video*****