Question

As a store manager of an employee who has been accused of profiling a customer, what actions would you take for both the customer and the employee?

* need a new answer, this one is already answered on Chegg.

Answer 1

Customer profiling is a process in which you segregate the market and your customers in such a manner where you tend to collect the basic information about them to make their demands complete in a better manner. Although it acts as a good tool, it should be practiced within boundary otherwise would be treated as an unethical activity. If my employee would get accused because of the profiling of the customer, I would take the following actions:

1. Compensate to Customer: The first thing i'll do to make this mistake correct would be by providing compensation to the customer. I would ask the customer about what they disliked and how can we make things better. Customers understand that sometimes mistakes happen and thus we should always be ready to make them correct anyhow.

2. Ask the Employee about his/her actions: Secondly, I would ask the employee about the actual scenario. What happened and what offended the customer. Instead of blaming the employee, the whole knowledge and facts would be collected to make sure this mistake don't happen again.

3. Corrective Training and actions: At last, effective corrective actions in the form of training programs and guidance would be provided to the employees to make them understand where they should draw the line. What is their boundary to make things understand about the profiling of the customers.