Customer Service Advisor Case Study

The challenge

A customer service advisor in a call centre for a nationwide supermarket believed she was being bullied and ostracised by three members of her team. The customer service team were all part of a Whatsapp group that did not include the advisor. Furthermore, the advisor was the only person not invited to social functions outside of the workplace.

The adviser suspected that the three team members where spreading rumours about the quality of her work and her appearance. The adviser was afraid to approach the three individuals but informed her first line manager during an appraisal. The line manager raised the subject with the three team members about their opinion, behaviour and working relationship with the adviser.

All three stated that they did not have any issues with the adviser, and it was their choice whom they socialised with. The line manager observed the interaction between both parties for a period and concluded that they were not as friendly with the adviser as they were with other colleagues, but their behaviour was not inappropriate. The line manager acknowledged that the three’s behaviour might have changed because she had spoken to them, and it probably improved in her presence.

After approximately two months, the advisor resigned and submitted a grievance against the three team members and criticised the company for not dealing with the bullying allegation appropriately.

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