Supervisor Foundations · Lesson 7.7
WHEN BOTH SIDES CONTRIBUTED
Many complaints are not completely one-sided.
A customer may:
- misunderstand
- become impatient
- speak sharply
while the employee may:
- become defensive
- use a poor tone
- fail to explain clearly
The supervisor should avoid deciding:
“One person must be completely right.”
Poor
“The customer was rude first, so anything the employee said afterward is acceptable.”
Better
“The customer’s behavior was inappropriate, and the employee’s response also did not meet our standard.”
WORKPLACE EXAMPLES
EXAMPLE 1
Customer raises voice after a long delay.
Employee responds sarcastically.
Both issues matter.
EXAMPLE 2
Parent misunderstands school policy.
Staff member becomes defensive instead of explaining it calmly.
EXAMPLE 3
Customer repeatedly interrupts.
Employee finally says:
“Can you just be quiet?”
Customer behavior may have been difficult.
Employee response still requires coaching.
EXAMPLE 4
Employee gives correct information in a dismissive tone.
Customer reacts angrily.
The supervisor should address both the service issue and the escalation.
Remember
Another person’s poor behavior does not automatically justify your own poor behavior.
Workplace action
Ask: What did each person contribute to the interaction?
Quick Check
The customer was rude, and the employee responded with an insult. What is the best supervisory view?