'An individual I know' has a sister working in a mobile phone shop. About two weeks ago a customer returned with a handset. She claimed that she had been bamboozled into a steep contract by the offer of a cheap handset blah, blah, blah. The friends sister explained that there was nothing she could do, that she had entered into a contract with the company. She told her she would have to take her case to customer care as there was nothing they could do about it in store. Yes it's irritating to hear that but it's the fact of the situation. Everything goes through head office.
Long story short the woman hurled the phone at her and launched into a tirade of abuse. She thereafter called head office. 'There's little we can do' turned into 'it's not my problem' the sister was rude yadda, yadda, yadda. Now the sister has witnesses to the scene who claim she wasn't rude and the customer was the aggressor and the company plan no punitive action against her. However the woman is persisting in calling head office to be updated on what action exactly is being taken. She returned to the store today and accused her of being a poor 'specimen of a human being'.
NOW!!! The point of all this is that her boss is telling her that it all comes with the job and she should suck it up. I was thinking that instructing a staff member that part of their job is to accept abuse is in itself tantamount to bullying. A bit of a Jack McCoy stretch maybe but was looking for thoughts on the legal rights.