Reference no: EM132937288

As a recent graduate of State Bank's Management Trainee Program, Ted Banacek has been promoted to the assistant manager's job at one of the busier branch offices. One week when Ted's manager was away on vacation, a customer asked for a refund on a charge for $3.75 made to her checking account. After reviewing the details, Ted decided not to make the refund for various legitimate reasons. The customer, unhappy with the decision, went to the teller line to finish some other business.

Shortly thereafter, Ted noticed that the customer was talking with Judy Miller, a front desk new accounts clerk. It appeared that they are talking about Ted and that other employees were listening in. Ted did not think any more about it. Later that day, when the branch was closed, a teller came into Ted's office and told him that Judy had been openly critical of the way Ted had handled the customer. Now, after hearing Judy's remarks, other employees were making fun of Ted's "$3.75 mistake".

1. Is this problem worth dealing with? If yes, what is the main issue and how should it be handled? If no, why not?

2. What kind of customer service standards should exist for all employees in situations like this? How should those standards be communicated and enforced?

3. Is Judy Miller guilty of insubordination?