Not Acceptable

A supervisor told me of a customer service representative trainee who appears to be a lost cause. She has a cold personality and comes across to customers as being uncaring, distant and aloof. She views her job as a means to a paycheck and nothing more. Her attitude toward helping other CSRs is "what's in it for me?" The supervisor recites that her training is not going well as she refuses to seek answers to customer questions. Instead, she refers them (passes them off to) more experienced CSRs. The supervisor also notes that her personality tends to scare people away. The supervisor then went on to tell me that the company may be reluctant to let her go as "she would be the type to file a lawsuit against the company."

Assuming the facts are as the facts were recited to me, my reaction is pure and simple. Her behavior is not acceptable. Period. A CSR must have a warm, caring and professional relationship with customers of all types. A CSR must have the ability to "own the customer's problem" and see it through to resolution. An employee who doesn't want to help other employees is not a team player. An employee who refuses to do anything that is legitimately requested of them is insubordinate. An employee who views their job as a means to a paycheck has no place in a company that strives for excellence.

If in fact a company fears terminating a poorly performing individual, then that poorly performing individual wins. The customers lose. The co-workers lose. The supervisors lose. The company loses. Of course a terminated employee can always sue. But a well documented case of dismissal for non-performance of duties, lack of cooperation and insubordination should survive a legal challenge.

About me: Dan Pelley teaches Managing People, a 16-hour program concerned with the topics of motivating people, developing positive attitudes, being more effective in getting the best out of each unique employee, and handling people problems. The program is offered to companies as an on-site program, and it is also offered on an open enrollment basis in Danielson, CT and Lincoln, RI.

Copyright © 2009 Daniel W. Pelley
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