Supervisor Foundations · Lesson 7.4
CHECK AVAILABLE EVIDENCE
When possible, supervisors should use available information to verify complaints.
Relevant information may include:
- transaction records
- appointment systems
- order tickets
- emails
- WhatsApp messages
- delivery records
- CCTV where lawfully and appropriately used
- receipts
- shift handovers
- approved policies
- witnesses
Evidence should be used carefully.
One piece of evidence may not tell the entire story.
Poor
“I believe whoever sounds more convincing.”
Better
“Let’s check the record before we decide.”
WORKPLACE EXAMPLES
EXAMPLE 1 — SALON
Customer says appointment was confirmed for today.
Booking system shows tomorrow.
The message history confirms the appointment date.
EXAMPLE 2 — LOGISTICS
Customer says no delivery attempt was made.
The driver record shows an attempt at an address that was entered incorrectly.
EXAMPLE 3 — RETAIL
Customer says they were charged twice.
Transaction history shows one completed payment and one reversed authorization.
EXAMPLE 4 — OFFICE
Client says an employee never responded.
Email records show a response was sent, but to an outdated address in the client record.
Remember
Evidence helps supervisors move from assumption toward fact.
Workplace action
Ask: What information could reasonably confirm or challenge this complaint?
Quick Check
Which approach is strongest?