Chapter Name: Maintain an ethical and professional conduct when interacting with customers
Description:This chapter addresses the importance of ethical behavior, professionalism, and maintaining appropriate conduct while engaging with customers.
Purpuse:To ensure that employees adhere to ethical standards and present a professional image when interacting with customers.
Rational:Professionalism and ethical conduct in customer service foster trust, enhance the business reputation, and ensure customer satisfaction.
Chapter Assessment
Scope of Practical Skill
Key Requirement 1: Identify unethical practices within the scope of a small retail business from the given case study / scenario
Recognize unethical or illegal behavior in the business based on a scenario.
Key Requirement 2: Demonstrate rejection of request for unethical conduct from an internal or external customer and recommend alternative acceptable conduct
Refuse to engage in unethical behavior and suggest an ethical alternative.
Key Requirement 3: Present findings to the training official which include but not limited to the impact that such unethical conduct may have on the business
Show understanding of the consequences of unethical behavior on business operations and reputation.
Assessment Questions
Assessment 1 : Practices that are regarded as unethical within the scope of a small retail business are identified and demonstrated from the given case study/ scenario
Learner must identify unethical behavior and show how to respond appropriately.
Assessment 2 : Rejection of request for unethical conduct from an internal or external customer is demonstrated and alternative acceptable conduct is recommended
Learner must recognize unethical requests and respond appropriately with legal and ethical alternatives.
Assessment 3 : Findings to the training official which include but not limited to the impact that such unethical conduct may have on the business, are presented
Learner must analyze and report the consequences of unethical actions.