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Khaldoun Noureddine
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Mentor, CodiTech, Lebanon
Khaldoun is a full-stack web developer, consultant and trainer with expertise in machine learning and web development. He also volunteers to mentor at Codi tech.
Tricky workplace situation handled
By this mentor in various human skills
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- Helping us analyze our weak spots, the factors that are affecting client satisfaction(what really matters to the clients), and opportunities for improvement.
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- I would put them in a "fake client" situation. As part of my mentorship in the NGO I currently work in, we tend to give our students a "fake client" project where they interact with clients we choose and do projects we choose under the impression that they are handling real clients.
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- In addition to improving the company's reputation among its employees and the general public, ethical decisions save the company from having to face legal issues, lose consumer confidence, and suffer possible long term repercussions. It also increases customer and employee loyalty and trust.
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- As part of my role as a mentor in my current NGO, I was asked to favor a certain applicant during the selection process for new students. This student was not very suitable nor interested in our programs and choosing him would deny someone who is suitable for a position.
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- Fortunately, I refused to make this decision. However, taking in someone like this person was not just a threat to the goal of the company and its values, but would have denied someone who was in more need the chance they needed, and might have also been disruptive to the flow of our programs.
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- Due to the corrupt nature of our country and governmental agencies, I could have used several real-life experiences of people who suffered (including myself) from the unethical decision-making mechanisms we are surrounded by, how we were and still are directly affected by them, and how these things could have been different if ethical decisions were taken instead.
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- The best decision, in this case, is to go the extra mile for the customer while following company policy. A healthy decision could be found usually that would allow us to keep both interests in check. A successful customer service agent would usually be trained to find such decisions.
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- I would make them each tell me about their own personal experience with unethical customer service and how it affected them and their relationship with this company.
