Date: Dec. 15, 2003
To: John Employee
From: Mary Supervisor
Re: Disciplinary Action
_______________________________________________________
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.
On
July 31, 2003, you were advised for a second time by letter
that your rudeness to a customer was unacceptable. (This
paragraph describes the warnings provided in Steps
1 and 2 of the disciplinary
process.)
This morning, you lost your temper with a customer who did
not understand the point you were making about the merchandise
he was purchasing. As I indicated in my letter of July 31, 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 latest incident and the impact of the incident on the business.)
When faced with a customer who has difficulty understanding
what you are saying, you are expected to listen carefully and
patiently to the customer. You are expected to provide the best
explanation that you can and maintain a friendly approach. If
you require assistance, please advise me or another member of
the staff. (This paragraph describes the behaviour that is expected
from the employee.)
This letter serves as notice that this treatment of a customer
is unacceptable and that you are immediately suspended from
work without pay for the next three days you have been scheduled
to work -- December 16, 17, and 18, 2003. Any further similar
incident will result in your being fired immediately, without
warning. If you require any advice on how to work with customers
who may be difficult, please ask. (This paragraph tells
the employee that he is suspended and that any further
incident will result
in being fired. It also offers assistance in learning better
ways to deal with similar situations in the future.)
_________________________
Mary Supervisor (signature)
I acknowledge that I have received and understand the above
letter of suspension.
__________________________
John Employee Date
