Topic: Diversity and Job Satisfaction
Scenario (fictional): Silvan Container Works is a mid-sized organization that is also global. Although they are based in the U.S., they sell most containers internationally. The company’s containers are made with natural raw materials such as clay, stone, and natural woven fibers to create safe containers for many personal and industrial uses. They have a customer service call center in Colombia with bilingual customer service representatives (CSRs). The CSRs’ first language is Spanish because management requires them to be native-born citizens with at least 10 years of customer service experience when hired. The CSRs are a close-knit group that share stories regarding their customers between their shifts and during their scheduled breaks in the employee break room. Their biggest complaint has been their lack of control over affecting results or problem resolution for their customers on the job.
Lately, excessive complaints have been logged into the customer relationship management (CRM) system to which all the managers have access. There are complaints that the CSRs misunderstand the customer’s concerns and demonstrate a lack of empathy.
Discuss the potential problems and opportunities based on the scenario’s limited information and your Chapter 2 Reading concerning diversity.