Is the Customer Always Right?, p 207
Is the Customer Always Right?
At an independently owned Pizza Hut franchise in Oklahoma, two regular customers made sexually offensive remarks to a female employee named Lockard, who then told her boss she did not like waiting on them. One evening, these customers again entered the restaurant, and her boss instructed Lockard to wait on them. She did, but this time the customers became physically abusive. Although it is the employee’s duty to provide good customer service, that does not mean accepting harassment. Lockard sued her employer, the owner of the franchise, for failing to take her complaints seriously and for making her continue to suffer sexual harassment and assault by customers. The jury ruled in her favor, awarding her $360,000, and an appeals court upheld the judgment.
1. Clearly, no employee should expect to be physically assaulted, but how far should an employee be expected to go in the name of customer service?
2. Is taking verbal taunts expected? Why or why not?
3. Just as every employee should treat customers and clients with respect, so every employer is ethically—and often legally—obligated to safeguard employees on the job. This includes establishing a workplace atmosphere that is safe and secure for workers. If you were the owner of this Pizza Hut franchise, what protections might you put in place for your employees?
Answer (3)
Employees should never have to tolerate harassment or physical abuse in the name of customer service. Clear policies and support systems should be established to protect employees and maintain a respectful workplace environment. As an owner, implementing training and emergency protocols can help ensure that employees feel safe and supported.
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Customer are not always right ;
Employees should strive to provide excellent customer service, but there are limits to what is acceptable. No employee should have to tolerate abusive behavior, whether verbal or physical. In providing customer service, employees are expected to be courteous and professional, but not at the expense of their personal safety and dignity. Boundary-setting and reporting unacceptable behavior to management are crucial.
Accepting verbal taunts is not expected nor should it be tolerated. Harassment of any kind, including verbal abuse, creates a hostile work environment and is detrimental to both the employee's well-being and the company's morale and reputation. Employees should feel empowered to report such behavior and expect their employer to take action to prevent further incidents.
As the owner of the Pizza Hut franchise, it is important to create a safe and respectful workplace for all employees. This could include:
Establishing clear policies against harassment and abuse, detailing what is unacceptable behavior and the consequences for such actions.
Providing regular training for employees and management on how to handle difficult and abusive customers politely, yet assertively.
Implementing a reporting system for workplace harassment where employees can safely report incidents without fear of retaliation.
Ensuring complaints are taken seriously and investigated promptly and thoroughly, with appropriate actions taken to protect employees and remedy the situation.
Offering access to support services such as counseling for employees who have experienced harassment.
These measures help ensure a safe and respectful environment that prioritizes both customer service and employee well-being.
