To demonstrate to all employees that the Fullers Group is committed to creating a safe working environment which includes protecting them from abusive customer behaviour.
To provide a framework of resources including training, processes, technology and systems that provide support for employees and to provide sanctions employees may take against abusive customers if required.
This policy applies to all employees of the company.
Abuse is targeted and unwanted offensive behaviour, either verbal or physical, that an employee finds intimidating, humiliating or harmful and which has a detrimental effect on their wellbeing. This may be in person, on the telephone, on social media or in writing.
If a customer is unhappy about the quality of services that they have received from Fullers Group, they are perfectly entitled to express their dissatisfaction. And if they remain calm and civil, despite their frustration or anger, our employees will be willing to help them with their issue. Our employees will try hard to put things right and find a solution for the customer.
Occasionally though, despite a welcoming manner, expert knowledge and willingness to help, there are people who can't control their anger and resort to verbal abuse, offensive language, and even threatening words or behaviour toward our employees.
Fullers Group have zero tolerance for any customer abuse of our employees.
Following are the principles Fullers Group are committed to prevent, manage and respond to abusive customers, to keep our employees safe always.