Date: July 31, 2003
To: John Employee
From: Mary Supervisor
Re: Disciplinary Action

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On June 15, 2003, you were told verbally that your rudeness to a customer was unacceptable. You were asked to be courteous to customers at all times, even if the customer was angry. (This paragraph notes the verbal warning provided in Step 1.)

This morning, you cut off a customer who was angry and trying to explain a problem that he had with merchandise purchased in our store. You told him abruptly that you couldn’t do anything about the problem and walked away. (This paragraph describes the incident prompting this reprimand letter.)

This behaviour jeopardizes our business relationship with this customer, with other customers in the store, and with the people that these customers may tell about the incident. It is unacceptable to deal with a customer in this manner. (This paragraph describes the impact of the incident on the business.)

When faced with a customer who says he or she has a problem with the merchandise, you are expected to listen carefully and patiently to the customer. Where the merchandise has a value under $25, offer to replace the item or refund the purchase price. Where the merchandise has a value of more than $25, advise your supervisor of the situation. At no time should you sound like you do not believe the customer or walk away without coming to a solution. (This paragraph describes the behaviour that is expected from the employee.)

This letter constitutes a written reprimand under our company’s disciplinary system. A copy has been included in your personnel file. Any further similar incident will result in your suspension from work without pay. (This paragraph indicates that the letter is a formal reprimand and what will happen if a similar incident occurs again.)

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Mary Supervisor (signature)

I acknowledge that I have received and understand the above letter of reprimand.

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John Employee Date