Decision making in our personal, as well as our professional lives, is basically a byproduct of life itself; which is governed by our lifelong experiences and endeavors. In life, we encounter different circumstances that cause us to react in a certain manner; consequently, all reactions are based on our personal and cultural beliefs that are instilled in us at an early stage in life. Michael Josephson (2002), states in Making Ethical Decisions
"Ethical decision making requires more than a belief in the importance of ethics. It also requires ethical sensitivity to implications of choices, the ability to evaluate complex, ambiguous and incomplete facts, and the skill to implement ethical decisions effectively" (para.2)
These qualities include being responsible, tactful, and committed.
I was brought up to be responsible. Being responsible sometimes is a difficult task for us. Responsible means to be honorable, to do one's duty, and to be accountable. For instance, when I am dealing with an irate customer, I sometimes just want to escalate to someone else. I know that is not right so I continue to assist the customer. Often said to friends and family (Kathleen Jest, personal communication, August 20, 2004) "Be true to yourself by just being yourself". All I am stating is no matter what is going on in life when times are good or bad, just being who you are will make life easier. At work, I base my decisions on how to assist customers, and by putting myself in the shoes of the customer.
I am trustworthy. My family and friends confide in me all the time; therefore, I know that what is told to me is for me and only for me to know. For instance, a friend/colleague was having and bad day; everyone was asking what was wrong, she was able to open your heart to me and only me because she knew I would not tell anyone else. As a Team Lead, I am held accountable for the team's wrap metrics (time spent between calls). I make sure that everyone is on task at all times. I was given the position of Team Lead because I proved to be a leader. I show leadership not only at work but in the community as well. And I was elected president of the planning community of my high school's ten year class reunion. As president, I am responsible for making sure that each meeting is conducted properly and on time. They believe I am trustworthy because I was chosen to have my name put on the class bank account along with two other committee members.
Whether it is personal or professional, my decisions in life are tactful. My golden rule is somewhat based on the "ethic of reciprocity"; that is, "Do onto others as you wish others to do unto you." It is all about caring, being compassionate, kind, considerate, charitable, and unselfish. I feel as though if you treat others with dignity and respect then they will return the favor. I relate to this rule everyday in the work place. I treat each agent with respect as he/she do me. My co-workers have beliefs that I do not believe in but I tolerate and respect their beliefs. I am serene with all my customers.
I do not want a Customer Service Representative being rude or lying to me so that is why I am honest to my customers. Honesty is the best policy. For instance, I had a customer who could not figure why her username had been cancelled and plain as day the whole account had been cancelled. I viewed her account and explained to her that the account was cancelled due to nonpayment. I then provided her with the information needed to restore her account. If I have the answers I relay the information to the customer just to alleviate holding or even calling billing.
I try to instill in my nieces and nephews to share and be kind to one another. This rule plays a role when one wants what the other has and vice-versa. For instance, I like the Barney statement "Sharing means...