Fighting with a Customer – Notice of Dismissal

Fighting with a Customer – Notice of Dismissal

Fighting with a customer may be considered a grave offense by a customer-service oriented company. In this example, the fictional employee had gone through the process of notice to explain, conference, and now this final notice of dismissal.

The post below is based on the book Human Resource Forms, Notices and Contracts Volume 2 by Atty. Villanueva.

Form No. 69 Decision to Dismiss (Final Notice) – Fighting with a customer

To : Name of Employee

From : HR MANAGER or other responsible officer

Subject : Fighting with a customer

Date : (Date of issuance)

This refers to our show cause memo on the subject matter dated _______________. Our records reveal the following facts: 120 Forms, Notices & Contracts On ________ (date), we received a written complaint from one of our customers, ____________ (name of client) about an argument between you and the said customer.

It appears that you received a phone call from the said customer who purchased one of our products, a hotel voucher for use in any of our partner hotels. The customer asked that you reserve one Deluxe suite at the Partner Hotel so that she and her family can stay there on _______ (date), you informed her that the requested accommodation is not available on that date.

The same customer claimed that when she asked if she could use the same hotel voucher to reserve two smallersized and lesser-priced hotel rooms instead of the deluxe suite which was the original room rate she paid for, you raised your voice and said “Obviously, Ma’am, you cannot do that.” When she asked to speak to your manager to explain her situation as she and her family had already purchased plane tickets for the said dates, you used the same angry tone of voice and told the customer that her request was not possible.

The client insisted on speaking to your immediate superior and as she was explaining her situation to you, you yelled, “I already told you ma’am, your request is not possible!” Conversations with clients are routinely recorded and reviewed by the company for quality assurance.

A review of the call made on the date of the incident revealed that you raised your voice at the customer and interrupted her a few times as she spoke to you. During the scheduled conference on ______________, you were given the opportunity to explain or defend your side on the matter. (State any detail during the conference that may bolster the belief that a violation was committed)  (State other details to substantiate charge, refute statement of employee if applicable, and complete justification for the company’s decision.)

In this connection, fighting with a customer constitutes serious misconduct which is a ground for termination under the Labor Code. After a thorough review and discussion on the matter, we find that your conduct was serious, wrongful, and unjustified, which prejudiced the reputation and business of the Company.

In view of the foregoing, you are hereby informed that your employment with the Company is terminated effective on the closing hours of ___________ (date). Please comply with the relevant post-employment requirement of the Company by surrendering your accountabilities to _________________ (department or officer) for the Company to process your final salary.

Very truly yours,

(Name of Immediate superior

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