Memo / Disciplinary Action Form states the following:
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:
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.