"In my current role, my organization was implementing changes to our service call standards with customers that were placing calls to our call center on product issues. Because of large volumes of calls, we were to hold strict timelines of five minutes per call and we were supposed to limit our contact times with customers to this amount of time. Knowing that some calls often ranged up to ten minutes in length to successfully help our customers, I approached my manager to let her know my thoughts on how this would limit us in the Customer Service department. She definitely heard me out and thanked me for speaking up, but she indicated that the decision had been made from senior level management to implement that changes immediately. In short time, customers satisfaction survey data dropped significantly and it was a major hurt on our unit's morale. But knowing I stood up for what was right made me feel great nonetheless."
