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Customer Service - Employee Protection

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As a supervisor, you observe, on numerous occasions, one of your best customers intently abusing two of your most valuable employees. What steps do you take to protect your staff members?

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I would immediately intervene when this action is taking place. It is more effective for a manager to intervene when an event is actually taking place as opposed to waiting until the event is over to then intervene. When this is taking place, I would immediately stand in front of the employees and motion to the employees that they are to move backwards. This is the first step to ...

Solution Summary

This solution explains the steps that should be taken to protect staff members when dealing with an abusive customer.

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Employment Law situation(s) at a credit card company or call center.

Employment Law

Discuss specific employment situations and issues that could or would happen at a credit card company (Telephone Customer Service or Call center), include an employment situation conflicts, questions, grievances, or lawsuits. Analyze the experienced employment situation and describe the legal actions taken to handle or resolve the situations.

Prepare a paper describing employment issues and situations that could or would happen, explaining and addressing as many of the following items in the paper as they apply to the situation above:

a. Describe the history and evolution of federal employment laws pertaining to each employment situation. Include descriptions and application of such acts as Title VII of the Civil Rights Act of 1964, the Pregnancy Discrimination Act, the Americans with Disabilities Act, the Age Discrimination in Employment Act, and the Family and Medical Leave Act.
b. Describe in what manner the above-discussed federal employment laws were effective in resolving or not resolving each specific employment situation.
c. Describe which actions, if any, the employers involved in the situation were obligated to perform certain functions as a result of complying with the federal employment acts.
d. Explain how the employment situations would or could have been handled if the worker involved in the situation was not an "employee," but an agent of the company or a contract laborer. Explain whether or not the protection afforded workers under the federal employment acts applies to agents or contract laborers.
e. Describe how the situation(s )would or could have been handled if the worker was a member of a union or a party to a collective bargaining contract.

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