Course Description
Ethics form the basis for our interactions with people on a daily basis. In this course, you’ll learn how to define ethics and ethical standards in the context of customer service. This knowledge can help you evaluate your workforce and determine the most ethically appropriate approach to take when dealing with a customer in order to improve customer service practices and deliver benefits throughout your organization.
Customers are always paying close attention to how organizations treat them in their mutual interactions. It’s the most important factor in determining whether those customers are satisfied, will become repeat customers, and will recommend your organization to others. As the first point of contact is often with an organization’s employees, this first interaction is critical to set expectations, establish the highest ethical standards, and foster a productive relationship that can benefit everyone in the organization as well as the customer.
Learning Objectives
- Understand the importance of ethical customer service
- Identify your personal ethical standards
- Learn the difference between ethical standards and organizational
- policies
- Explore the moral foundations theory
- Convert ethics into action
What You'll Learn
- Define ethics and ethical standards in the context of customer service
- Identify your personal ethical standards
- Distinguish between ethical standards and organizational policies
- Explore the moral foundations theory
- Convert ethics into action to improve customer service practices
- Recognize the benefits of ethical customer service across an organization
Key Takeaways
- Ethics form the basis for our daily interactions with people, including in customer service.
- How an organization treats customers is the most important factor in whether they are satisfied, become repeat customers, and recommend the organization to others.
- Because the first point of contact is often with an organization's employees, that initial interaction is critical to setting expectations and establishing high ethical standards.
- Understanding ethics helps you evaluate your workforce and determine the most ethically appropriate approach when dealing with a customer.
- Ethical standards are distinct from organizational policies.
Frequently Asked Questions
What will I learn in this course?
You will learn how to define ethics and ethical standards in the context of customer service, identify your personal ethical standards, understand the difference between ethical standards and organizational policies, explore the moral foundations theory, and convert ethics into action.
Why does ethical customer service matter?
Customers always pay close attention to how organizations treat them, and this treatment is the most important factor in determining whether they are satisfied, become repeat customers, and recommend the organization to others. Establishing high ethical standards at the first point of contact fosters a productive relationship that benefits the organization and the customer.
What topics or lessons does the course cover?
The course covers the Benefits of Ethical Customer Service, Ethical Standards, Organizational Policies, Develop Your Ethics, and Putting Ethics into Action.
How can this knowledge be applied in an organization?
The knowledge can help you evaluate your workforce and determine the most ethically appropriate approach to take when dealing with a customer, in order to improve customer service practices and deliver benefits throughout your organization.
