MONEY MORAL DILEMMA: Would you want them sacked?

BargainHunterCat

I am always very sympathetic toward call centre staff having been there, done that, however I would still complain in order to get my £100 back. It would be unreasonable of the member of staff to expect me to take a £100 hit for their mess-up.

I would however complain in such a way as to explain I felt it was a training issue and that senior management were to blame for allowing an incompetent/poorly trained person deal with me in the first place. I would also make a point of stating that I was aware the person risked losing their job and tell them I would not want that to happen as a result of my complaint, especially if it was a genuine mistake.

I feel it would be important to mention everything in my complaint as there is a chance the person in the call centre could be telling porkies about "I'll be sacked" and they could just be trying to safeguard their commission or something!

I am always careful to complain in a fair and reasonable way and generally try to get senior management to carry the can unless the member of staff is actually rude/abusive or acts inappropriately toward me... but nevertheless, senior managers are the ones responsible for taking that person on and/or not training/supporting them properly in the first place!

Managers are usually the responsible ones and for their extra wages should be the ones to take the blame for their staff. They are not the ones who have to do the mundane call centre work which can be quite demoralising, they just get the whip out when their statistics aren't looking good enough for the next manager's meeting...

Help the little guy & kick the big guys!! :A

an1179

Twopints wrote:

I would process the complaint on the grounds of the initial problem and the lost £100, with attempted emotional blackmail thrown in.

I agree, they should not be allowed to carry on working in the call centre if they cannot do their job satisfactorily

wildflower

I wouldn't lose someone their job for £100 but I would ask them to respect my understanding and to pay the £100 back personally within the next month.

Philosophically, I'd place my trust in the universe. If they didn't pay, I would trust the universe to return the favour to me somehow at some time in the future.

:T

Luckyleb

I need my hundred quid back, no question. I honestly believe in my heart of herarts that I'd be doing them a favour if they lost their job. Doors close so that others can open. In my experience a forced change, however painful, has ALWAYS led to better things!

HazelEyes_3

I would continue with my complaint but the way in which I did so would depend on how the call centre operator responded. I don't think it is at all professional to attempt emotional blackmail on customers but if I had been treated in such a way that I felt that he/she did not deserve to be sacked I would point out in my letter of complaint that training issues needed to be addressed and that these are the responsiblity of the supervisors/managers and would also add anything positive I could e.g. they were very polite, good listener etc. Ultimately I would view it as being out of my hands and wouldn't consider myself responsible if they did get fired.
The cynical side of me wonders if it is true or just a story to get sympathy but I would assume the best when writing my letter of complaint.

BTW I think this version of the Moral Maze is a great idea and should provide some interesting threads

1007maureenw

Yes, I would definitely complain if they'd cost me £100. I would doubt they were telling the truth about being on a final warning and if they were, they are obviously incompetent and shouldn't be doing the job.
I can be a hard woman at times!

golddustmedia

I'd make the complaint.

Not only to try to recoup my lost money but also to safeguard other customers who may also receive bad advice and get caught out too.
If they've already made mistakes and are still making them they are not their job well enough to keep it.
Suggest they learn the phrase "Do you want fries with that?".

chessingtonzoo

I would politely request that they transfer me to another operator to deal with my complaint.

liney

Yes i would complain; to another operator as i would think perhaps my complaint would be lost. If they are on a final warning then they are probably in the wrong job. Of course i would mention the fact that they told me i would get them the sack as this may just be a ploy to stop me complaining! and in which case they would deserve a disiplinary even more.

mollyeyre_2

It is sometimes hard to do the right thing.
I would suggest that if the operator has already had warnings, and presumably explanations about his/her poor knowledge and is consequently on a final warning- then it would be fair and correct to make the complaint.

Perhaps it would be possible to state that the operator also had good points ( eg was polite!) and maybe further training would help.

However, the course of action then decided upon by the company would not be your responsibility.

If the wrong advice continues it could affect many people, and it would be my feeling that it is the responsible thing to bring the problem to the notice of the person who could put it right.