Supervisor Foundations · Lesson 7.5
WHEN THE EMPLOYEE WAS WRONG
Sometimes the complaint is valid.
The employee may have:
- spoken disrespectfully
- ignored a customer
- given incorrect information
- failed to follow procedure
- made an avoidable error
- acted outside authority
When the employee was wrong, the supervisor should not become defensive simply because they want to “protect staff.”
Support does not mean pretending poor service did not happen.
Poor
Customer: “Your employee shouted at me.”
Supervisor: “Well, she is usually a good employee, so I’m sure you misunderstood.”
Better
“Thank you for raising this. I’ve reviewed what happened, and the interaction did not meet our service standard. I’m sorry for that.”
The supervisor can then address the employee privately.
WORKPLACE EXAMPLES
EXAMPLE 1
Employee gives customer false information rather than admitting they do not know.
That requires correction.
EXAMPLE 2
Employee becomes sarcastic when a customer asks repeated questions.
The customer complaint may be justified.
EXAMPLE 3
Employee refuses a legitimate request because they do not want to do the work.
Accountability is appropriate.
EXAMPLE 4
Employee follows policy correctly but uses disrespectful language.
The policy decision may be right while the communication is wrong.
Remember
Protecting employees does not mean protecting poor behavior.
Workplace action
When the employee was wrong: - correct the customer problem - apologize appropriately - address the employee issue privately - identify what must improve
Quick Check
A complaint is verified and the employee clearly acted unprofessionally. What should the supervisor do?