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Code of Ethics

Index

1. .....................................Objective

2. ....................................Reasoning

3. .............................Code of Ethics

4. ...........................Do's and Don'ts

5. ..........................................Impact

6. ...................................Annexures
1. Objective:
The objective of this report is to set code of conduct that governs the actions
and decision of individual or group.

2. Reasoning:
2.1. For integration of deep-rooted purpose and values.
2.2. A uniforminity in plans, policies & processes.
2.3. Avoid manipulation & take advantage of situations to maximize personal welfare in a
way that unfairly deprives or damages the organization.
2.4. To emphasize on ethical business practices.

3. Code of Ethics

Sustainable reputation
Best practice framework:-
Identify Communicate Build And Maintain A Responsible Decision Making Culture
Value/ Code of Functional Education and Performance Analysis
Mission Conduct responsibility training reviews/
Statement standards
Articulation Common Expertise All employees KPI, KRA Research
of what Framework to
company guide
stands for behaviour
Top Code should Leadership How Rewarding Verification
Management emphasizes on wrongdoing responsible
Consultant principles over occurs behaviour/
procedures penalising
inappropriate
behaviour
Accessible to Realistic Diagnostics
employees/ examples
management

3.1. Code of ethics

3.1.1 The half-truth:- One of the most insidious temptations of bad brokering is to mix
truth with untruth.
3.1.2 Insufficient explanation:- Simply do not take the trouble to explain things and
how things will going to happen.
3.1.3 Not offering alternatives:- Not aware of products and services which is best
suited for clients need.
3.1.4 Avoid one size fits all approaches :- Everyone has different needs, preferences
and circumstances. So focus on need based product selling.
3.1.5 Ask the client-don't expect them to ask you!:- A client won't ask for
clarification if he or she doesn't realize it's needed in the first place. Make absolutely
sure that the client knows what he or she is getting.
3.1.6 Be open about monitoring and control:- A client should know how he will
avail the services and what this really means.
3.1.7 Show the client visually how things work:- Show the demonstration of
products and charts showing returns.
3.1.8 Explain Brochures:- Simply handing your client a pamphlet is not enough. There
is a good chance they will not be understood and they may not even get read. Go
through the main points with clients.
3.1.9 Ensure you have entered follow ups trails in the CRM system
3.1.10 Be fair and ethical in your dealings with customers
3.2. Campaign Management

3.2.1 Avoidance of false and misleading advertising.


3.2.2 Rejection of high pressure manipulations or misleading sales tactic
3.2.3 Avoidance of sales promotions that use deceptive or manipulation

3.3. Training & Development

3.3.1 Using knowledge, experience, and skills to train staff in their professional
development.
3.3.2 Seeking to enhance participants' capacity and opportunity to learn and address their
own training needs.
3.3.3 Ensuring all trainees who wish to do so can participate in the training process.
3.3.4 Take responsible steps to provide and/or arrange for continuing education and
professional development for all staff.
3.3.5 Working toward maintenance and promotion of high standards of training.

3.4. Training & Development

3.4.1 Initial Discussion:- Before an assignment is begun, the researcher shall clarify with
the immediate boss and major users the purposes, expectations, strategies, and
limitations of the research.
3.4.2 Quality of Primary Data:- The institutional researcher shall exercise reasonable
care to ensure the accuracy of data gathered.
3.4.3 Reports:- The researcher shall ensure that all reports of projects are complete; are
clearly written in language understandable to end users; fully distinguish among
findings, and judgments; employ appropriate statistics and map; adequately describe
the limitations of the project, of the analytical method, and of the findings.
3.4.4 Integrity of Reports:- The researcher shall make efforts to anticipate and prevent
misunderstandings and misuse of reports within the institution by careful
presentation and documentation in original reports

3.5. MIS

3.5.1 Timely and accurate updation of Files and Ppt's.


3.5.2 Proper Coordination among departments.
3.5.3 Observe ethical standards and professional conduct in interactions with other
professionals.
3.6. Telecalling

3.5.1 All staff are fully trained and supervised.


3.5.2 All offers / services must be stated clearly and honestly to ensure that the customer
know exactly what he has committed to and what should be received in return.
3.5.3 To effectively promote both the organisation, it is expected that all activities will be
conducted in a professional and ethical manner.
3.5.4 Tone should be sincere, polite yet assertive and firm
3.5.5 Ensure you have entered follow ups trails in the CRM system
4. Do's and Don'ts

Attributes Do's Don'ts


Well groomed Avoid long hair
Hair to be well trimmed and combed. Avoid stubbles and beard unless your
Appearance religion requires you to have a beard
Preferably clean shaven
Wear clean and ironed clothes Avoid jeans, cargos and round neck t-
shirts except on Saturday
Wear formal trousers Do not wear shorts.
Dress Code
Preferably wear formal leather shoes Do not wear slippers and other
that are properly polished footwear that reveals your feet. Avoid
wearing sneakers
Tie is compulsory
Always identify yourself as a Do not get tough or aggressive or
representative of the organisation with abusive
clear indication of your role
Identification Carry your identity card at all times.
At the time of calling /contacting the
customer, must convey the complete
details
Tone should be sincere, polite yet Do not lose cool, get angry or even
assertive and firm irritated, whatever the provocation
Treat the customers with courtesy and Do not talk in high pitch, Never shout
respect at all times
Do not pass comments that personally
insult or degrade the customer
Do not pass remarks that degrade the
race, gender, religion, community,
family, nationality, location, physical
Speech appearance, education or occupation
of the customer
Do not get personal
Do not threaten / harass / torment the
customer in any way
Never use obscene, profane or abusive
language
Do not use Tobacco, Chewing gum,
Cigarettes while meeting the
customers.
Attributes Do's Don'ts
Belongings Ensure you have entered follow ups Do not make false entries in the CRM
trails in the CRM system system
Be fair and ethical in your dealings Should not make any verbal or written
with customers promises to customer on matters
outside his purview or on ad-hoc
settlements / product features
Ethics Any promise made as per delegation of Do not state any false information
authority should be captured in the
system
Do not conduct personal level dealings
with customers
Do not reveal Customer's personal and
financial information to any body
Confidentiality other than the account holder
Do not share information about a
customer with other customers
Ensure pre-visit preparation and
Maximize planning to improve their efficiency
Effectiveness Document any referrals given to you
for follow up
5. Impact

1. Educate the employees and management about the company's principles and values
inorder to help them determine appropriate business practices and behavior.
2. Build customer value and enhance trust by maintaining and developing customer
relationship.
3. Operations will be conducted within regulatory guidelines and in a manner that does
not adversely affect the work environment.
4. Employees will be treated with respect, dignity and fairness.

6. Annexures

6.1 List of Abbreviations Used in This Document:

Abbreviation Full Form


KPI Key Performance Indicator
KRA Key Result Area
CRM Customer Relationship Management