Supervisor Foundations · Lesson 7.3
HEAR THE EMPLOYEE’S ACCOUNT
Employees should have an opportunity to explain what happened.
This is not favoritism.
It is basic fairness.
Useful questions include:
- Walk me through the interaction.
- What did the customer ask?
- What did you say?
- What happened before the complaint?
- Was there a policy or authority limit involved?
- Did anyone else hear the conversation?
- Is there a transaction or message record?
Poor
“I already heard the customer. I don’t need to hear you.”
Better
“I’ve heard the customer’s concern. Now I want to understand the interaction from your perspective.”
WORKPLACE EXAMPLES
EXAMPLE 1 — RETAIL
Customer says cashier refused a refund.
Cashier explains the item did not meet the return conditions and supervisor approval was required.
EXAMPLE 2 — SCHOOL
Parent says an administrator ignored an email.
Employee shows that the message was sent to an inactive email address.
EXAMPLE 3 — RESTAURANT
Customer says server “walked away.”
Server explains they went to get the manager after the customer requested someone with authority.
EXAMPLE 4 — HOTEL
Guest says front desk “refused” a room change.
Employee explains no alternative rooms were available.
Remember
Hearing the employee does not mean automatically believing the employee.
It means gathering both sides.
Workplace action
Ask the employee: “Walk me through what happened from the beginning.”
Quick Check
Why should supervisors hear the employee’s account?