Fighting with Customer – Sample Notice to Explain
Fighting with customer, for most customer-service oriented companies, is a serious violation committed by employees.
The sample form below provides a fictional situation where this offense can be subject of disciplinary action.
The post below is based on the book Human Resource Forms, Notices and Contracts Volume 2 (pp. 117-119).
Form No. 68 Notice to Explain (First Notice) – Fighting with a customer
To : Name of Employee
From : Human Resources Manager
Subject : Fighting with a customer
Date : (Date of issuance of Notice)
The incident which occurred in the premises of the office has been brought to our attention. 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 cus- 118 Forms, Notices & Contracts tomer 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. In this connection, fighting with a customer constitutes serious misconduct which is a ground for termination under the Labor Code.
In view of the foregoing, you are hereby required to submit a written explanation to this office within five (5) days from receipt of this notice, stating why the Company should not impose the penalty of dismissal for the act mentioned.
Furthermore, you are invited to a conference on _________ (date) at ___________ (venue) where you shall be accorded the opportunity to express your side on the matter. You may be accompanied by your own counsel at the said conference if you wish to be assisted by one.
Your failure to submit your written explanation within the period provided shall be construed as a waiver of your right to be heard and the Company shall decide the matter on the basis of all records and evidence available to it.
Your compliance is strongly encouraged.
Very truly yours, _________________
(Name and signature of authorized signatory)
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