Insulting a Customer – Notice to Explain

Insulting a Customer – Notice to Explain

Insulting a customer may be a serious offense for a customer-oriented company. It should be noted that if the decision is to dismiss the employer once the offense amounts to dismissible instance, then the employer should observe the procedural due process.

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

Form No. 70 Notice to Explain (First Notice) – Insulting a customer

To : Name of Employee

From : Human Resources Manager

Subject : Insulting a customer 122 Forms, Notices & Contracts

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 incident that occurred on _________ (date).

It appears that the customer called the company’s customer service number to inquire about our rewards redemption program. The customer asked you to explain the procedure for redeeming accumulated points and you proceeded to mention the steps for redemption.

After asking several other questions about the rewards program, you responded by telling the customer to read the promo mechanics online at out company website. The customer then said that she preferred to ask you directly through the customer service hotline than hang up and view the company’s website.

Instead of further answering her questions, you continued to say that everything she needs to know is on the company website. When the customer noticed that your voice sounded annoyed, you replied, “Paano, pa ulit ulit na ang tanong. Nakakabobo na.”

This remark led to a series of heated words from the customer. But instead of pacifying the customer, you stated, “I’ve already answered the same questions. Is it so difficult to understand?”

To this, the customer asked for your name and declared that she was going to complain about you, to which you replied, “Go ahead. I’m not afraid of you.” 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 made the same statements alleged in the customer’s complaint against you. In this connection, insulting a customer may constitute 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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