Please read this article entitled “Rogers fines 91-year-old woman unable to return equipment due to lockdown” (https://www.cbc.ca/news/business/rogers-return-equipment-covid-bell-fees-1.5944348) . Based on the article, it is clear that Rogers did not act properly in how it treated a 91-year-old customer confined to a long-term care home. The customer’s daughter said, “I’m not looking for an apology. I want to see the policy change … some guidelines. There should be some protocol when going after people for billing.” Rogers clearly needs a new standard operating policy that would help it avoid making these kinds of mistakes in the future.
Propose a new policy for Rogers. The policy needs to be one that can be clearly understood and applied by frontline customer service staff. The policy needs to be flexible enough to accommodate many different situations. Explain how your policy addresses Rogers’ responsibilities to key stakeholders, especially economic and ethical responsibilities.
