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D253 Task 2

The new customer service manager wants to build an environment of trust and encourage self-assessment and adaptability. The company has expanded to Mexico so representatives must be aware of cultural differences in communication styles and be empathetic. Management has noticed unconscious biases and cognitive biases influencing decisions that must be addressed.

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32 views2 pages

D253 Task 2

The new customer service manager wants to build an environment of trust and encourage self-assessment and adaptability. The company has expanded to Mexico so representatives must be aware of cultural differences in communication styles and be empathetic. Management has noticed unconscious biases and cognitive biases influencing decisions that must be addressed.

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TermiteBedbugs
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Name: Kelley Stidolph

Username: kstidol
D253 task 2

A. New document:
1. My name is Kelley Stidolph, and I am the new customer service manager. I come from a large but
tight-knit family who works together and can always rely on each other. My goal is to try to build a
similar environment here – one where we know we have each other’s backs, where we are truthful but
caring, where we can trust each other and you can trust me – in other words, an environment of trust. I
will strive to demonstrate through my words and actions that I can be relied on, and I encourage you to
do the same.
2. Using our daily interactions with each other, I would like us to try and conduct an accurate self-
assessment. Using consistent feedback by how our interactions play out, we can get a better idea of our
strengths and weaknesses, to make better informed decisions about everything from who takes what
role in a group project to what additional training is needed to how we can smooth over interpersonal
conflicts and work cohesively as a team. Crucial to this is the ability to trust in the feedback we get from
others, so remember to be kind but truthful!
3. I would also like us to take advantage of our self-management skills to be adaptable. With the
changes in team structure and management, and the changing of our company’s market in this
economy, I encourage all of us, myself included, to practice adaptability by not only embracing the
changes made by leadership but also to learn from experience and share your best practices with the
others on the team.
4. Our company has recently expanded its sales to parts of Mexico. Due to that, we will be assisting
customers from cultures that we are not familiar with. It has become increasingly important to listen to
not only what the customer is saying, but also how they are saying it. As an example: remember that our
company is still ironing out some issues in shipping; Mexico does have a more relaxed culture when it
comes to timetables, so while some customers will be upset with shipping delays as we would expect of
our US customers, others may not be upset at the delay and simply want an updated time frame. We
will also need to use our empathy to encourage each other, to keep going during a time of turbulence
and change. This includes myself; if any of you are having issues and need a listening ear, my door is
open.
a. Our analysts have noticed that some representatives have been granting higher levels of account
credits to women than to men; these representatives had no idea their judgement was affected by the
customer’s gender. Sometimes unconscious beliefs, like that men need to learn how to do things and fail
on their own, or that women have harder lives than men and therefore deserve more help, influence
our choices without us realizing. We must monitor our behavior to not allow our judgement to be
swayed by a customer’s race, ethnicity, or gender; to give greater benefits to, for example, one gender
over another, for no reason other than gender, is unethical, even if it’s accidental.
b. Management has also noticed that there have been cognitive biases in our organization that they
would like us to work on. Groupthink is the result of everyone trying to be in the majority and causes
people to not speak out when they notice something incorrect or think that the group is making a poor
decision. Due to the recent reorganization of our company, many staff are deciding to simply go with the
group, fearing losing favor with management leading to layoff due to taking a stand for their own
opinion.
Also, management has noticed that our bilingual representatives have been giving larger numbers of
exceptions and larger account credits to customers that speak their native language than to the others.
This is affinity bias, and I am sure we all can agree that this unfair practice goes against our company’s
value of integrity – we must be fair towards our customers, whether they are similar to us or not.
5. Our team, myself included, will be using influence in our daily interactions with customers. We will
need to influence customers to be less upset and convince them to accept the resolutions we are able to
offer.
a. I will create a culture of care by first modelling the empathy and respect required for such a culture to
develop. I will then reinforce that culture by praising team members when they are vulnerable and
authentic with each other.
6. Customer service can be an emotional position, especially when assisting upset customers. We will
need to use self-management to control ourselves to keep our own negative feelings from showing
when we assist customers and other staff. This will keep our team more upbeat and happy, making us
work together better and be better at customer service.

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