Final answer:
Renata's statement to the customer that authorizing returns was not her job showed a lack of accountability, reflecting a Denial of Responsibility which can harm business operations and customer satisfaction.
Step-by-step explanation:
When Renata told the customer, "It's not my job to authorize returns," she demonstrated a lack of accountability. Accountability in a business context means taking responsibility for one's actions and the consequences that come with them, whether positive or negative. In customer service, being able to take ownership of customer issues and work towards resolving them is crucial for building trust and maintaining a positive company image.
The Denial of Responsibility is a concept that describes a situation where an individual refuses to accept responsibility for their actions or inactions, often blaming external factors or other people. This behavior can negatively impact business operations, customer satisfaction, and the overall workplace environment. Renata's statement is an example of this, where she pushes the responsibility away instead of trying to find a solution or directing the customer to someone who can help.
Companies today emphasize the importance of accountability at all levels, as it encourages employees to act more conscientiously and with greater customer focus. By taking responsibility and proactively addressing customer concerns, employees can contribute to the overall success and reputation of a business, which in turn may lead to increased customer satisfaction and loyalty.