Based on your practice with ethical approaches in the Learning Activity and the previously practiced CSR skills, address this customer service interaction. You are joining a situation in progress…Read the Scenario: Customer at 7:45 a.m. in Groton Connecticut Airport:
“I need some help here… (her voice getting louder as her anger escalates). I had a reservation on your 9:00 a.m. flight for me and my two children. How can you say you have no record of these reservations when I was sent an emailed confirmation? I don’t live here and we have to be back home by tonight and we are going to miss our connecting flight in Boulder, (Colorado) to Bend, Oregon!”

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CSR at the Groton Airport: “You need to calm down there ma’am! I checked all the reservations for this flight and there are no seats left… guess it was overbooked. I checked the next one and the same thing…no seats available. There is really nothing I can do, sorry; you can try looking into other airlines to find another way to get there though. Sorry but there are a lot of customers behind you and they need to get on their flights. So could you go over to the other airline counters please?”

Then address the checklist items.

Checklist (in a 2 page APA formatted paper, please address the following. Be sure to add an additional title and reference page):

Based on your CSR skills checklist and your Reading concerning listening skills, point out the problems with the CSR’s interaction with the customer.
After reviewing and practicing with the ethical approaches in the Learning Activities, which ethical approach did the CSR take? What ethical approach do you think the CSR should have taken based on the CSR skills you have practiced? Explain.
How might a changed ethical approach have affected a different outcome than what transpired?
Based on your Reading in Chapter 5, and the ethical approach you chose, what could the CSR have done to resolve this situation? What options for resolution of the problem might there be? Explain your resolution in detail.
Respond in a minimum of a 2-page paper (500 words minimum) in APA format and citation style responding to all of the checklist items in a thorough manner. Submit your completed Assignment to the Dropbox before the end of the unit.


You must proofread your paper. But do not strictly rely on your computer’s spell-checker and grammar-checker; failure to do so indicates a lack of effort on your part and you can expect your grade to suffer accordingly. Papers with numerous misspelled words and grammatical mistakes will be penalized. Read over your paper – in silence and then aloud – before handing it in and make corrections as necessary. Often it is advantageous to have a friend proofread your paper for obvious errors. Handwritten corrections are preferable to uncorrected mistakes.

Use a standard 10 to 12 point (10 to 12 characters per inch) typeface. Smaller or compressed type and papers with small margins or single-spacing are hard to read. It is better to let your essay run over the recommended number of pages than to try to compress it into fewer pages.

Likewise, large type, large margins, large indentations, triple-spacing, increased leading (space between lines), increased kerning (space between letters), and any other such attempts at “padding” to increase the length of a paper are unacceptable, wasteful of trees, and will not fool your professor.

The paper must be neatly formatted, double-spaced with a one-inch margin on the top, bottom, and sides of each page. When submitting hard copy, be sure to use white paper and print out using dark ink. If it is hard to read your essay, it will also be hard to follow your argument.

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