MONEY MORAL DILEMMA: Would you want them sacked?

bodderz

I'd lodge a complaint, even if I knew they would be sacked. I find that most service-based industries in this country are utter cr*p and more should be done so that they are more customer-focused.

I get fed up with being in lengthy telephone queues or, if face-to-face, not being dealt with politely.

I had to take a bus the other day. Not only was the driver on her mobile whilst driving but we were sat at a bus-stop for 2 mins while she sent a text! In typical British fashion I sat their and minded by own business. I'm still going to complain to the bus company - I think if I told her it would fall on deaf-ears.

Bargain_Babe-a-Licious!

Easy choice...

First, I would let the representative know what I was about to do & advise them to speak to their boss pronto. Then, I would speak to a supervisor/put the mistake + "emotional blackmail" in writing.

ps. I would sleep well too.

2Princess_Mum

My conscience would be clear - pursue getting my money back and if they lose their job, then that is merely the outcome of their incompetence. Having worked in a call centre before, it is very difficult to deal with a ranting and irate customer, and even if the problem is your fault, subsequently then being the company's fault, the sheer attitude of the customer can put you off going out of your way to help. So if I were the call centre rep, and avoided having a complaint lodged against me through emotional blackmail, the first thing I would do (as many call centre staff do in my experience) is tell my colleagues about what a pushover the customer is for falling for my sob story, when I still have a job, and they don't have their money.

For the record I'd never work in a call centre again - because I sympathise more as a customer than a call centre rep.

fatbob78

I agree, this isn't a dilemma I'd have to ponder on for very long. If this person IS on their final warning then they're clearly not up to the job and should find themselves a more suitable role elsewhere. Preferably one where they're not going to cause other people to lose out financially.

People need to take responsibility for their actions, and like bodderz (a few posts earlier) I'd feel no guilt in writing to the company concerned and tell them what I think of their staff. If more people complained when they received poor service and also stopped using that company then customer service would have to get better and there'd be less of an 'Am I bovvered' attitude. Well that's my theory anyway.

I'll get down from my soap box now.....

mayb_2

:rolleyes: I couldn't afford to kiss good bye to the money so I would complain. I would not make it a personal complaint - just state the facts and leave the company to decide what happens to the employee. It would not be possible to know what the real circumstances were anyway and if this person was left in their job it may cost others money too. I would feel bad for them - if I knew they had lost money because I hadn't made the complaint. The moral question cuts both ways.

annturner1

at the end of the day they could end up costing more than 100 pound for instance if they took money out of bank and you did not have the funds to cover it. You would have to complain to get your charges and money back. and also how many people could afford to lose 100 pound in most families that would be the cost of the weeks shopping or rent/mortgage money. I would definitely complain.

JayD

I would report them. After all, they have not only cost me £100 but they have admitted doing their job badly before too. (And who knows how many times to get a final warning.) I would see it as saving yet another victim from their incompetence.

irritable

annie-c wrote:

As a manager of staff, I make judgements based not just on the behaviour and therefore, the mistakes of my staff, but also on the way that they deal with those mistakes. I would not necessarily sack someone over the matter of a problem resulting in a £100 loss. But I would take a very dim view of someone who tried to cover a problem up or pass the cost of the mistake onto an innocent party.

The operator in this scenario has made (at least) 2 mistakes - the original mistake of giving poor advice AND the more serious mistake of not taking responsibility for his/her behaviour. What else might he/she have tried to cover up? If I don't report this, who will be ripped off next and for how much?

I'd feel bad - but I'd report it.

Perfect answer. Saves me having to say exactly the same thing. Will save my typing fingers to help clear my desk of accumulated paper this morning.

Bob_Hart

Most people are saying they would complain, but some of the reasons just sound selfish. The main thing to be is as fair as possible to all concerned.
All concerned include the call centre operator, their company, and you.
The issue of complaint is a matter between you and their employer.
If they got the sack, it would be a matter between them and their employer - nothing to do with you.
1. It would be unfair of the call centre operator to ask you to effectively pay £100 for something that is their business, not yours.
2. Both of you would be being unfair to their employer if you covered up a customer service error.

Same as most, I would also complain - it's only fair.

malvernmoneysaver

Is this the latest scam that these call centres employ?. What a load of rubbish. It's part of the employers process to stop you getting your money back. If an operator suggested that, they don't deserve the job anyway as this is GROSSLY incompetent.