How should the CHRO handle this situation?

The Receptacle organization has lost its overall market share by 13% because its customer satisfaction levels has deteriorated over the last 7 months. The Chief Executive Officer (CEO) speaks to the Chief Human Resource Officer (CHRO) about receiving anonymous emails of dysfunction in the customer service department. The CEO asks the CHRO to determine why the department is performing poorly, and if the Head of Customer Service (HCS) is able to lead the team effectively. The CEO states that the rising levels of customer complaints of poor service must be handled urgently and decisively.

The CHRO schedules a meeting with the HCS. The HCS was a top performer as an employee for 4 years and was recently promoted to lead the department. During the meeting, the HCS admits that he is facing significant employee relations problems. He states that certain employees are given preferential treatment by the CEO based on familial ties and these employees cannot be controlled. He is at a loss on what to do about these "problem" employees because they have access to the CEO based on family ties.

Staff in the department respond to an average of 3 calls per hour while the industry standard average is 7 calls per hour. The HCS states that he is desperate for help and is open to any solutions that the

CHRO can offer. The CHRO finds that the department is not staffed at full capacity and though the vacant positions have been posted in-house, employees are not keen on applying for the roles based on rumors of poor employee relations, bias, chaotic systems and controls.

The CHRO receives reports that an employee of the customer service department has posted negative comments on the poor customer satisfaction levels of the company on a popular social media site. The report claims that the employee stated that the deteriorating levels of customer service is due to the company’s apathetical attitude to its employees. The report also states that the employee may have divulged certain trade secrets of the company.

How should the CHRO handle this situation?
A . Get the employee’s side of the story.
B . Communicate to the HCS that the employee has engaged in a breach of confidentiality; allow the HCS determine the appropriate discipline to mete out.
C . Determine if the employee is protected by Weingarten rights; document the report in the employee’s file; proceed with the corporate disciplinary policy.
D . Terminate the employee based on the employment at will doctrine.

View Answer

Answer: A

Explanation:

Note that an investigation has to be conducted to determine whether the allegations are valid. It is also important to speak to the employee directly to get the employee’s side of the story.

Discussing with the employee may supply helpful information on how to proceed and provide helpful details about the problem the employer may have with its customers and employees. Note that if the employee under investigation is represented by a union, HR must be aware of Weingarten rights to have a union representative present during investigatory interviews that may reasonably lead to discipline. In general, employers cannot fire employees for posting:

|Truthful statements about working conditions, like harassment or unsafe working conditions.

|Comments that indicate your interest in joining or supporting a union.

|Messages to other co-workers suggesting that they contact a lawyer to get information about workplace rights.

|Protected demographic information like your race, sex, age, religious affiliation.