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HELP!!!: Possible dismissal due to client complaint

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iv8ry


Arresto Menor
I would like to seek advice on my case with Convergys.


Memo / Disciplinary Action Form states the following:


Incident Report

N. POLICY ON TRANSACTION HANDLING for VOICE, EMAIL, CHAT and all other CUSTOMER TRANSACTION METHODOLOGIES - In representing the company, excellent customer service is our business and should be everyone's priority.

13. Being the subject of an Executive, customer or Client Complaint.


The sanction of the incident cited above carries a penalty of dismissal. This was escalated by a Senior Partnership Performance Manager, a client of the program, as they were part of the distro list where the E-mail was inadvertently sent to. The E-mail by me was sent through the account of a customer service representative to teach him a lesson to lock the PC whenever one would leave the station, albeit in a manner unconventional of the protocol. The E-mail is as follows:



"I really LOOOOVE my SEXY BODY!!!! I am so hot and you are not!!!! I jog everyday which is why I am a BIIIG BOOOY!=)"



The undersigned reflects the customer service representative's name. The list of E-mail recipients included the distro for the IT SERVICE DESK, wherein the said manager forwarded the message to the company's site manager stating:


Good Morning

I thought you should see this. Nothing wrong with the initial mail, but the response from (Agent) is highly inappropriate & breaches all our Communications Policy.



The site manager then reverted back to my manager who then investigated on the case. Me, thinking it was just a harmless prank, admitted to the E-mail in question.

We would like to know what are options would be since these types of E-mail has been happening on all levels, from the Senior Operations Manager, to the Operations Manager, etc., as a form of prank and "lesson" for those people who have been leaving their PCs unattended. The intention was to discourage people from not locking their PCs to avoid any breach of confidential information of the customers. In this particular case, it just so happened that a client was copied accidentally and the site manager's attention was called. We would like to point out as well that if the policy on the Proper Use of E-mail is being implemented, shouldn't a case be brought against those who have been violating the policy as well? Would that not be a point against their integrity given that no client or upper management has seen their own misuse? Unfortunately, we don't have any supporting documents to incriminate the upper management on their own misuse of the E-mail as the mails are being purged on a weekly basis.

Also, as there have been no compromised sensitive information, no potential risk of losing the 'business' or client, no financial loss incurred because of the said incident (in short, no real harm done), is the sanction of dismissal just? How can we justify that the sanction of dismissal or any form of disciplinary action would be deemed unnecessary?


The administrative has been scheduled for Thursday, December 14, at 5:00 PM Manila.



Kindly advise on the matter. Would be very grateful of any help you could provide us with.

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attyLLL


moderator
Me, thinking it was just a harmless prank, admitted to the E-mail in question.

do i understand correctly that someone left his computer unattended and you sent a prank email to a customer?

my initial impression is that this is serious misconduct and termination can be considered.


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AWV


Reclusion Perpetua
The sanction of the incident cited above carries a penalty of dismissal. This was escalated by a Senior Partnership Performance Manager, a client of the program, as they were part of the distro list where the E-mail was inadvertently sent to. The E-mail by me was sent through the account of a customer service representative to teach him a lesson to lock the PC whenever one would leave the station, albeit in a manner unconventional of the protocol. The E-mail is as follows:
"I really LOOOOVE my SEXY BODY!!!! I am so hot and you are not!!!! I jog everyday which is why I am a BIIIG BOOOY!=)"

So! you did the inappropriate email to teach him a lesson to lock the PC whenever one would leave the station? You are so busted!!! Yes you can get terminated for unproffessional behaviour!

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attyman


Arresto Menor
indeed, it is a serious misconduct and dismissal from the service is the proper penalty. the least i could advise you; see to it that proper procedures for termination are undertaken by the co. meaning, you must at all times be given notice and an opportunity to be heard re your side of the matter. absent any of the two, could give you a ground or a basis to question the legality of your dismissal with the labor arbiter.

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naomi_v2672


Arresto Menor
You logging in to another PC is breaching Security Policy already. That can cause loss to the company if the Client back out and pull out the account. Your practice is bad!

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