Supervisor Foundations · Lesson 9.4
INCIDENTS & COMPLAINTS NEED USEFUL RECORDS
Important incidents may involve:
- customer complaints
- workplace injuries
- threats
- equipment problems
- security concerns
- payment discrepancies
- harassment reports
- damaged property
- serious service failures
Supervisors should follow the organization’s approved reporting process.
A useful incident record may include:
- what was reported or observed
- when it happened
- who was involved
- immediate action taken
- who was notified
- what remains unresolved
Supervisors should avoid adding conclusions they cannot support.
Poor
“Customer caused trouble again.”
Better
“Customer raised voice after refund request was declined. Customer then threatened the cashier. Supervisor took over interaction and security was notified.”
WORKPLACE EXAMPLES
EXAMPLE 1 — HOTEL
Guest reports missing property.
Record the report and actions taken without automatically accusing an employee.
EXAMPLE 2 — SCHOOL
A serious parent complaint is escalated.
Record what was reported and who received the escalation.
EXAMPLE 3 — RETAIL
Till discrepancy is identified.
Record the amount, shift, relevant transaction information and actions taken.
EXAMPLE 4 — OFFICE
An employee reports a threat.
Record the reported words or behavior as accurately as possible and follow the appropriate escalation process.
Remember
A record should help someone understand what happened without needing the supervisor’s memory.
Workplace action
Ask: If another authorized person reads this tomorrow, will they understand the important facts?
Quick Check
Which statement belongs in an incident record?