You fired an employee for misuse of the Internet (He visited porn sites at work.), and for making inappropriate sexual remarks to a female co-worker. A month later, you receive a call from a potential new employer who wants a job reference. Do you give a candid and complete report, even though you know it will probably prevent him from …
QUIZ: What would you do? Handling an upset customer.
An important and demanding customer has just called. He is upset that his order has not been delivered. You quickly research the issue and discover that you forgot to give the order to the factory, and it will take at least two weeks to get the customer what he needs. If you tell him