3.03 CR-004 The Gray Zone

Dane is a customer service representative at a call center for a major cable/Internet provider. It’s his first job out of college, and he’s anxious to build his career and develop a customer service mindset. He knows that to do so, he must consider customers’ needs and treat them as if they’re his employers.

However, Dane has a conflict. He is under strict instructions from his supervisors to do everything possible to avoid lowering a customer’s bill or allowing the customer to discontinue her/his service. There are times when he almost feels as if he’s being a bully to his customers. He certainly doesn’t feel as if he’s putting their needs first or handling their concerns effectively.

Dane feels torn between pleasing his managers and demonstrating a customer service mindset. What should he do?