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Ethical orientation is a must:
Becoming liable because of organization’s unethical practices in recent years has played an important role in causing undue distress to customers. This has led the public to face insurmountable difficulties with a negative impact on their credit scoring and consequently triggering a number of continuous unresolved social problems.
To what extent customers should ensure that their service provider is ethical while dealing with call centre is largely a debateable issue. Analysis needs to be carried out by customer pressure groups or watchdog to ensure that organisations are really people orientated in terms of their operational policies. A number of call centres do not even have an accessible complaint department who will really ensure that customer complaints are registered and proper follow ups are taking place as an escalating process. As soon as you are aware or suspicious about your service providers’ unfair practices, the best course of action is to write a recorded delivery letter to them and try to change suppliers. A huge number of customers are paying substantial charges for their services which most of the telecommunication providers are abusing and this has become a common culture of operations for today’s businesses by making the process too hierarchical and excessively complicated thereby discouraging individuals to make rightful claims. Customers are becoming very price conscious and marketers are taking this into account as a strategic loophole to penetrate into the market despite the fact that a practice of Marketing Myopia may have long term negative impacts on the business progress as customers loyalties are unconsciously sabotaged. The whole fiasco is evaded by the company just changing its business name and operating with a different image under the same umbrella to ‘rip you off ’, the so called fat cow getting fatter while on the other hand, the watchdog just keep on watching without any actions. Organisations tend to recruit Marketers who may actually boost sales, and this achievement is based on how the Marketeer plays with legal and business operational loopholes to produce more victims within the society. The business operational gap is in support of the legal gap to find ways of getting business out of nowhere making you, the customer liable to pay for unexpected services mainly telecommunications providers sector which are recording an incredible amount of complaints.
Despite strict bureaucratic procedures has been imposed by the authorities, this still does not guarantee that ethical practice will prevail unless going back to the traditional way of business operational culture will surely result with lesser recourse to legal action and would be more ethically beneficial.
Written by:
Mr. Nazim Rajbally,
Director of AT Institute
77-79 Great Eastern Street London EC2A- 3HU
Tel: +44 7944825499
Email:consultant@atinstitute.co.uk |
