At the end of a week of training, Sam explains to Jack that every customer shoul
ID: 398789 • Letter: A
Question
At the end of a week of training, Sam explains to Jack that every customer should be asked to complete a satisfaction survey before they leave the dealership. Sam emphasizes, “We need do to everything in our power to make sure we always stay #1 in customer service!” He also explains that the service technician with the highest customer satisfaction ratings will receive a significant raise as well as an end-of-year bonus.
Over time, Jack observes how other service technicians ask customers to complete the satisfaction survey. Jack overhears one of the other technicians say, “Please give me top scores on every question or I might get fired.” Jack also observes another technician change the responses on a customer’s survey to reflect higher scores.
Suddenly Jack realizes why the dealership is ranked #1 in customer service. Jack and his wife are expecting their first child – so he does not want to “rock the boat” at work. He also knows he needs to get a good raise at the end of the year so he can provide for his growing family.
Explanation / Answer
Ans 1- According to me on the ethical basis Jack should immediately report such kind of activities to his superiors of the top management ,although he might be needing the job at a particular time ,but as he know the actual scenario of the company ,so it will be very difficult for him to be motivated and perform his best because now he knows the actual position of the company in the market even after being ranked as number 1. which is a false ranking based on the manipulated feedbacks of the customer.
According to me if Jack has talent to perform well then he must switch his job to companys were such manipualtion of feedback is not done for just to achieve a ranking in the market. OR if he stills want to work in the comapy then he must try to find solution for suchh problem .Jack with his superiors should make such a feedbacking system in which their is no chances of manipulating the data or the customer to get false rating for being ranked as no. 1 int he market.
ANS 2- To overcome the conflict of intersest first off all leaders should find out what are the actual reasons behind manipulating the data by the technicians are they doing it for their personal growth with an intension of earning more incentives or they are forced to do such activities to safe guard their jobs due to company policies ,which might fire the employees who is having low customer ratings.
and this could be done by assuring the employees /technicians to tell the truth behind such activities and after finding out the actual reason the leader should work on improving the causes of such activities .For example:- May be tachnicians are doing it as the work performed by them is of poor quality ,due to lack of training or motivation to work due to which to safeguard their job and to earn higher incentives they try to manipulate the actual custoemr feedback.
If the technicians are doing it just to increase their incentives even after providing bad quality work and the company should firstly changes it s policy of providing incentives ,because if they do no do so such activities willl continue and the company will be ina myth of being number 1 even after providing poor quality service to customers because in long term it will be harmful for the company because next time the customer wont be coming back for such a service and will recommend others too not to take services from such a company due to which the comapny will incure loss even after being ranked as no.1
To overcome such problems the company should find out such a feedbacking system in which the technicians or any other employee wont be able to manipulate customer to get false feedback .And the incentives should be provided to technicians only after cross checking the customer feedback after sometime. By performing such activitie stheir are chances that the company will be able to know its actual position int he market.so that they can take measures to improve their drawbacks.
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