You are the manager at a large call center that markets insurance products. Part of your duties is handling internal complaints from employees and external complaints from customers. During the course of the day, you receive the following complaints: (1) a complaint from employee Steve that alleges workplace harassment; (2) a complaint from customer Betty that alleges she was swindled into buying a very expensive policy covering injuries to her poodle; (3) a complaint from customer Larry that alleges the employee that he spoke with on the phone wasn't knowledgeable or licensed to sell the Surplus Lines policy that he purchased; (4) a complaint from Henry alleging that he was passed up for a promotion because of his age. How would you handle the various complaints

Answer and Explanation:

Being a manager managing internal and external problems, it will be part of my responsibility to faithfully handle of complaint that is in accordance with the policies and laws of the land of the company. The situations given would be dealt with as follows

(1) In the case of sexual discrimination cases, detailed responses must be obtained from all parties involved. A direct message that abuse at the workplace in the company will not be tolerated would be made to all workers, and directly to the harasser.In fact, management should be aware of the accident in order to take early preventive steps, so that the situation will not get worse.

(2) The condition that needs to be explained by the salesperson who sold the policy in the event of a customer problem. In case he is convicted he must be warned of potential incidents. In accordance with company policy, the buyer may have the option to continue with the policy, cancellation, rewards and other low-cost insurance options may be offered.

(3) In case of customer complaint about the sales person not being sufficiently knowledgeable or certified to sell the product, the customer must be assured that the company employs only authorized sales person. Nevertheless, as a result of the customers' bad experience, a senior sales staff or manager might be recommended to meet with the customer and handle his questions.Furthermore, the sales workers against whom a report has been made should be recommended to upgrade themselves with sufficient information and after discussion with their manager should be considered for retraining.

(4) The employee should be informed on complaint against not being promoted because of age that any discrimination against an individual is against the organisational policies. The complainant's points must be discussed with the manager concerned, and the complainant should be told of the manager's conclusion.

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