You are answering phones for a local utilities provider and are speaking with an extremely angry customer. Because your company manual advises employees to transfer hostile calls to a superior, you do this. What quality dimension of decisions does your action reflect?
A) Due process
B) Justice
C) Fairness
D) Coherence
E) Accuracy

Question

Quizplus · Accepted Answer

The action of transferring the angry customer to a superior reflects the quality dimension of due process, which involves following established policies and procedures to ensure a fair and just outcome. The company manual advises employees to transfer hostile calls to a superior, indicating that this is a standard procedure that is in place to handle such situations. By following this procedure, the employee is ensuring that the customer's complaint is being addressed by someone who is better equipped to handle it, while also protecting themselves and the company from potential conflict or liability.

You Are Answering Phones for a Local Utilities Provider and Are