Aggressive communication style

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Reference no: EM134045525

Question

Neal Erwin has a reputation he has always been proud of in the Haskin's Bookstore customer service department. He takes calls from customers that others don't want to deal with. Sometimes, when he is on the phone with a customer, he asks co-workers to come near his desk to hear his side of the argument. In the past, he has gotten loud and belligerent with customers and later has even boasted of "winning." Things have changed, however, and Neal is now in trouble with management because of a recent incident. A loyal 20-year customer, who spoke to Neal on the phone last week, contacted owner Mr. Charles Haskins and told him in no uncertain terms that she was taking her business elsewhere.

1. In your opinion, should Neal have been allowed to get away with his behavior to customers? Explain.

2. As a co-worker of Neal's, would you have any responsibility to report his aggressive communication style to his supervisor?

Reference no: EM134045525

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