Swearing in the workplace
Advice needed - a member of staff swore on the shop floor whilst a customer was in the shop. She admitted it to me, and now the customer has phoned up complaining to me, i wasn't in the shop at the time and the word used was the F word, this member of staff has slipped with her attitude and her work lately - what should i do - Acas have said the decision is mine and it would be on a sackable offense!
She's only been with for 10 months.
That's a tough one. Did she swear at a customer? If she did, then you should seriously consider firing her. But if not, she may have just made a mistake. Have you spoken to her about it?
You need to refer to your disciplinary procedures
Swearing can take many forms, from context in adult humour right through to aggresive
I am known for swearing in the workplace, but it is always in the office areas and NEVER directed at members of the public (although they may overhear me, some may laugh, but I have made sure noone has ever been offended)
Equally, I NEVER swear at meetings, presentations, or on telephone calls
Moving to the issue in question
If the customer has made a formal complaint, then you MUST follow this up (as the customer can also make a case against you and claim compensation within three years)
If the member of staff made the remark DIRECTLY at the customer, and without good reason, then this can be considered as summary dismissal OR final written warning (on record for a minimum of three months)
If the member of staff made the remark and the customer overheard this, then this can only be considered for a verbal warning (on record for a minimum of three months), in the case of a second offence for a written warning (on record for a minimum of three months), in the case of a third offence for a final written warning (on record for a minimum of three months)
I suggest you get back to the customer and ask if they can put their complaint in writing, sent you PERSONALLY and marked "Private and Confidential"
You will then respond back in writing within 28 days
You can then put this letter to the employee, and this will stress to them how seriously you are taking it
Before arranging and confronting the employee with this you MUST ask them if they want a witness or representative present
Equally, you MUST have a witness or representative who should also take notes
Ironically, you may need to close your shop whilst this takes place, but you could do this prior to opening or at close of day
Final point
A few days ago you posted about an employee who wasn't pulling their weight
This wouldn't happen to be the same person?
If so, I would consider suspension on full pay (as per contract of employment) until further notice
You can then even invite the customer in, get their statement, plus have it witnessed by that same person you would bring to the disciplinary meeting
You then write (do not phone, so that it is on record) to the employee advising them of the date of the disciplinary meeting (seny by Royal Mail First Class Recorded)
I'll put £10 that they don't turn up, in which case you can put summary dismissal in effect!
m8internet.com
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m8internet I agree with you whole heartedly here!
I mean personally yes I do swear at work, never in front of customers or in any type of formal business meeting but I am human!
If she swore at the customer I would take it very seriously, if not and it was a genuine slip of the tongue, a warning would suffice in this instance I would say?
It all depends on you anf how you feel this employee works in general etc... If she is a good employee other than that then a second chance should be offered as she is good at her job and so on - if she is the same person who is not pulling her weight at work then perhaps stronger action at m8internet has advised should be taken?
"Big retail jobs usually go to the candidates who prove their ability to outgrow small jobs in retail.
you definately have lots of questions to ask and need to get a full version of events from her, then make an informed descision guided by your disciplinary process
I also swear at work, as in banter with the other staff, but my job is very challenging and you have to have the patience of a saint with the people we deal with on a daily basis, and feel like i could tell someone on the phone to f**k off at least 20 times a day lol but at the end of the day im at work, and if i dont want to lose my job then i have to remember where i am.
ive also worked in retail before and also no that its hard to hold ur tongue with some customers.
hope it goes well for you x
Pookylu
Pookylu you sound like me on an average day! I have really bad ones where I have to put the phone down, rant and then carry on lol! Sometimes I wonder if it is worse over the phone than face to face in a shop as they cannot see you and therefore find it way easier to be abusive and so on?Originally Posted by pookylu
I honestly do not think I have had any job where there was no stress involved hehe!
"Big retail jobs usually go to the candidates who prove their ability to outgrow small jobs in retail.
yeh i agree, if i am annoyed at something, if im talking to the person face to face then im alot calmer, over the phone i can really let rip lol! think most of our customers feel the same, i had a fair few off them today, glad to be home lol x
Pookylu
Tell me about it! In one of the places that I have worked some of the people were really awful - I remember one of my colleagues crying as one man bought her to the point of tears! They just don't listen sometimes and then he spoke to someone else and acted like butter wouldn't melt!
"Big retail jobs usually go to the candidates who prove their ability to outgrow small jobs in retail.
lol i normally wait till i get home and let rip. but i have two daughters now, so i had to find other ways to blow off steam. Ive noticed that swearing in a language people cant understand.....usually works. altho ive told my girls that anything i say in spanish when im angry is NOT to be repeated. So i got home from work, swore in spanish, and had my eldest look at me and start laughing. lol it immediately calms me down and i start laughing with her.
But at work? i bite my tongue and move on.
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