Question

“I’ll Take That Customer!” Neal Erwin has a reputation he has always been proud of in the Haskin’s Bookstore customer service department. He takes calls from customers that others don’t want to deal with. Sometimes, when he is on the phone with a customer, he asks co-workers to come near his desk to hear his side of the argument. In the past, he has gotten loud and belligerent with customers and later has even boasted of “winning.” Things have changed, however, and Neal is now in trouble with management because of a recent incident. A loyal 20-year customer, who spoke to Neal on the phone last week, contacted owner Mr. Charles Haskins and told him in no uncertain terms that she was taking her business elsewhere.

1. In your opinion, should Neal have been allowed to get away with his behavior to customers? Explain.

2. As a co-worker of Neal’s, would you have any responsibility to report his aggressive communication style to his supervisor?

Answer 1

1. No, Neal shouldn't have been allowed to get away for being rude to customers and taking calls only with an objective to win arguments. The rationale behind this is customers are vital to an organization and they are only getting their money's worth when they get good customer service. What Neal did was driving out customers and tarnishing the brand's reputation while attempting to solve the customer queries.

He is not only being rude to the customer through his bad behavior but he is also not solving their queries which is his main responsibility. In the long term, letting Neal get away with this kind of behavior is going to hurt the company as customers might leave and look for a brand that offers better service.

2. Yes, as a co-worker of Neal, it is one's responsibility to ensure that the supervisor or quality analyst who checks calls is aware of Neal's behavior. The case mentions that the calls that are avoided by other employees are taken by Neal. This indicates that the customers are equally everybody's responsibility in Haskin to deal with. Therefore, by reporting to the supervisor about Neal's behavior, you are not only ensuring that the Brand's image is not tarnished but also keeping a customer from switching the brand.

The end of the case shows that a customer who was loyal for 20 years was unhappy with Neal's behavior and wanted to switch the company. Hence, reporting Neal's behavior to the supervisor would have kept the customer from leaving.