Case Study B

Chris, a Customer Service Representative, has a hot temper and quick wit. On several occasions, he has reacted abruptly and rudely to customers both in person and over the phone. On one occasion he was heard arguing with a vendor regarding office supplies. It has been going on over the past several months. First you gave feedback, then when that didnt work, you began coaching Chris each week on how to be more customer service orientated. After several coaching sessions, you gave Chris a formal warning because he just couldnt control his temper. During the discussion meeting of this warning, you gave him a copy of the companys Communication Paradigm and set very clear expectations about his behavior. During this meeting, Chris was very difficult, making jokes and witty comments to confuse the issues. In the warning you gave him, you stated that if he did not improve his performance in the area of customer service, he would face further disciplinary action including termination. Earlier today, as you were passing by Chriss workstation, you heard him swear and yell to a customer over the phone. You were shocked at how inappropriate the conduct was despite all the coaching you have done with Chris.