Employment laws: The current situation with the employee is very complex to handle as the supervisor cannot just dismiss her on the basis of poor behavior when the organization is at fault of not providing her proper training at the beginning of her employment. Evaluating the Employment standards act is also crucial in this scenario since the employee has passed the probationary period and have been working full time for 6 months. Since she has been working for more than three months, if the organization wants to terminate her then they have to provide a written notice of termination with or without pay. As the ESA does not call for a reason for dismissing an employee from the employer and the employer has valid reasons for dismissing her, letting the employee go should not cause any problem under the ESA law . According to this law, since the employee has been working for less than a year, if the company decides to terminate her then they should be sending her a written notice before 1 week of the actual date of termination .
Corporate policy and culture: It is also very important to consider the corporate culture of the organization and whether they practice internal policies of training and supervising new employees. It is not the employee’s fault that she did not receive proper training at the beginning of her job. The company’s policy on performance management seems suitable to help the current condition as the employee is clearly in need of extra supervision and training on products.
Current situation with the employee: Since the employee just passed her probationary period, terminating her only based on customer and co-worker complaints is not justifiable as the supervisor has not seen her behaving badly first-hand. As a result this situation becomes a bit complicated to handle for the supervisor.
Customer service is crucial for both strategic and operational activities: It has been a long-held principle amongst business owners that an outstanding customer satisfaction is something which is worth pursuing. Businesses mainly run to earn profit by giving either a product or service that the customers need, and one of the effective ways to ensure customer retention is by surpassing or meeting buyer expectations which can be supported by great service offered by the customer service . The behaviour of the employee can affect the company strategically by losing customers and thus losing profit and revenue. Operationally this can also de-motivate other employees which can have a negative impact on the corporate culture which in result will result in less profit for the company.
Negative attitude of an employee can influence the operational activities: Negative attitude of an employee can also influence the other employees to act in a same way if the management do not take proper steps to rectify the situation. This negative attitude will stop customers to come to the shop in the future which will in result decrease the revenue of the organization. A corporate culture is built on its employees. Thus, positive attitude plays an important role in holding the whole organization together.
Training improves performance: According to Abomeh and Peace, “training plays a role as a refiner and regulator of human behaviours in organisations” (2015, p.229). Training is a process that develops the knowledge and ability to work of an employee. If an employee is properly trained and supervised by the managers then it is more likely that she will be more engaged in the organizations works and think of herself as a part of the organization. Proper training and orientation allows an organization to teach its employees all that is valued and practiced in the organization. Training will prevent high turnover in the organization as well as help to build respect for organizational culture within the employees. If proper training is not given then employees will not be able to sale more products which will in return decrease revenue meaning fewer hours for the overall staffs. This can also increasing dissatisfaction among them.
10 Reasons Why Customer Satisfaction Is Still a Crucial Business Metric. (2015, July 16). Retrieved from infinitcontact: http://www.infinitcontact.com/blog/10-reasons-why-customer-satisfaction-is-still-a-crucial-business-metric/
Abomeh, O. S., & Peace, N. N. (2015). Effects of Training on Employees’ Productivity in Nigeria Insurance Industry. British Journal of Economics, Management & Trade, 227-235.
Termination of Employment. (2015, November 16). Retrieved from Ontario Ministry of Labour: http://www.labour.gov.on.ca/english/es/pubs/guide/termination.php