Supervisor Foundations · Lesson 4.5
DON’T HUMILIATE TO IMPRESS THE CUSTOMER
Customer complaints can place supervisors under pressure.
The customer may demand:
“Call the employee now.”
“I want you to punish her.”
“Fire him.”
“Let me see what you are going to do.”
A supervisor should take legitimate complaints seriously.
But customers do not manage employee discipline.
The supervisor’s responsibility is to:
- address the customer’s immediate problem
- listen respectfully
- avoid promising conclusions before investigating
- protect legitimate confidentiality
- investigate the employee issue appropriately
- follow workplace procedures
Poor
Customer: “Your employee was rude.”
Supervisor, in front of customer: “I’m so sorry. She is always a problem. I will deal with her right now.”
Better
“I’m sorry you had that experience. I’m going to look into what happened and address it appropriately. Let’s first make sure your immediate concern is resolved.”
WORKPLACE EXAMPLES
EXAMPLE 1 — RETAIL
A customer demands that a cashier be shouted at in front of them.
BETTER RESPONSE
EXAMPLE 2 — HOTEL
A guest says:
“I want to know exactly what punishment that employee will receive.”
BETTER RESPONSE
EXAMPLE 3 — RESTAURANT
The employee clearly made an error.
BETTER RESPONSE
EXAMPLE 4 — SCHOOL
A parent is angry with a staff member and demands that the supervisor “deal with her now.”
BETTER RESPONSE
Remember
The customer deserves respect.
The employee deserves fair treatment.
Those principles do not have to compete.
TRUECONDUCT PRINCIPLE
Do not humiliate an employee to impress the customer.
Workplace action
Practice saying: “I will review what happened and address it appropriately.”
Quick Check
A customer demands that a supervisor publicly punish an employee. What is the best response?