You are the manager of a bank. You walk in on a situation where a customer is angrily demanding to have a late penalty removed from their account. The employee handling the matter has already informed the customer that the late penalty was correctly applied according to the bank’s policy. In this scenario, your goal is to resolve the situation fairly and professionally while maintaining positive relationships with both the customer and the employee.

In your paper,

Handling the Situation with the Angry Customer

• Describe how you would address the situation with the customer, considering the importance of clear communication and maintaining a calm, professional demeanor.
• Explain how you can empathize with the customer while still adhering to the banks policies.

Approaching Your Employee

• Explain how you would approach your employee regarding the way they handled the situation.
• Discuss how you would provide guidance or feedback to your employee, emphasizing the importance of customer service and reinforcing policy adherence.

Finding a Resolution

• Identify the steps you would take to satisfy the situation with the customer.
• Would you offer a compromise or a more detailed explanation of the policy?
• Discuss how to resolve the issue while keeping both the customer’s and employees perspectives in mind.

Sample Paper Outline

Here is a sample paper structure for your reference:

• Title page
• Title: Resolving Customer Disputes in a Professional and Fair Manner (boldface)
• Students name
• Institution: The University of Arizona Global Campus
• Course name and number
• Instructors name
• Due date
• Introduction
• Include an opening statement about the importance of resolving disputes professionally.
• Identify the context of the situation: an angry customer is disputing a late penalty.
• Identify the importance of balancing empathy, communication, and adherence to policy.
• In your thesis statement, describe how to address the customers concerns, evaluate the employees handling of the matter, and resolve the issue fairly while maintaining professionalism.
• Handling the situation with the angry customer
• Maintaining professionalism
• Explain the importance of calm and clear communication.
• Explain the steps to de-escalate tension (e.g., acknowledge frustration, introduce self, offer assistance).
• Demonstrating empathy
• Explain the importance of validating the customers feelings.
• Present examples of empathetic statements while maintaining policy integrity.
• Explaining policies clearly
• Provide a rationale for the late penalty policy.
• Offer support to prevent similar issues in the future.
• Approaching your employee
• Acknowledging efforts
• Recognize the employees professionalism in communicating policy.
• Recognize the importance of boosting morale.
• Providing constructive feedback
• Offer suggestions for improving empathy and collaboration with customers.
• Frame feedback as an opportunity for growth.
• Reinforcing values
• Emphasize balancing excellent customer service with policy adherence.
• Alignment with the organizations mission.
• Finding a resolution
• Ensuring understanding
• Provide steps to ensure the customer fully understands the policy.
• Exploring compromises
• Conditions for offering a one-time waiver (e.g., good payment history).
• Providing alternative solutions (e.g., automatic payment setups).
• Recognizing employee contributions
• Thank the employee for their role in maintaining satisfaction.
• Reinforce positive behaviors and their alignment with organizational goals.
• Conclusion
• Recapitulate the steps to resolve disputes while maintaining professionalism.
• Reaffirm the importance of balancing empathy, clear communication, and policy adherence.
• Emphasize the value of fostering trust and maintaining relationships with both customers and employees.
• References
• Include at least one scholarly or credible source in addition to the course text.
• Here are some sample formats for reference entries:
• Author, A. A. (Year). Title of article. Journal Name, Volume Number(Issue Number), article page range or article number. URL or DOI
• Author, A. A. (Year). Title of book. Publisher Name. URL or DOI

Paper Requirements

The How Proper Communications Can Satisfy a Workplace Problem paper

• must be 2 to 3 double-spaced pages in length (not including title and references pages) and formatted according to
• as outlined in the Writing Centers
• resources.
• must include a separate title page with the following in title case:
• title of paper in bold font
• Space should appear between the title and the rest of the information on the title page.
• students name
• name of institution (The University of Arizona Global Campus)
• course name and number
• instructors name
• due date
• must utilize academic voice.
• Review the
• resource for additional guidance.
• must include an introduction and conclusion paragraph.
• Your introduction paragraph needs to end with a clear thesis statement that indicates the purpose of your paper.
• For assistance in writing
• and
• , refer to the Writing Center resources.
• must use at least 1 scholarly or credible source in addition to the course text.
• The
• table offers additional guidance on appropriate source types. If you have questions about whether a specific source is appropriate for this assignment, please contact your instructor. Your instructor has the final say about the appropriateness of a specific source.
• To assist with your completing the research required for this assignment, refer to this
• tutorial, which provides practical steps on using the library database.
• You may also refer to the
• tutorial, which explains keyword searching process in the library to find scholarly articles, or the
• tip sheet, which provides some tips and strategies to make finding credible online research in a search engine such as Google easier and more efficient.
• must document any information used from sources in APA Style as outlined in the Writing Centers
• guide.
• must include a separate references page that is formatted according to APA Style as outlined in the Writing Center.
• Refer to the
• resource in the Writing Center for specifications.