A clear policy protects employees, customers and the company.
In this article
Written policy
Clear and simple.
Training
At hiring and yearly.
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Reporting
More than one channel.
Investigation
Prompt and fair.
Customers
What to do if a customer harasses a tech.
A closer look
Field teams work in customers' homes, often alone. Harassment can come from coworkers or customers. Technicians need to know they can leave an uncomfortable situation and report it without being punished. Check state requirements, since some states mandate specific training.
Where to start
Review your handbook with an HR professional and add a simple reporting process.
An example
A company created a rule that techs can leave a home if a customer behaves inappropriately. Technicians felt safer and trusted management more.
Common mistakes
No policy, ignoring complaints and retaliation.
What to track
Track training completion, reports and resolution time.
Questions to ask
Does every employee know how to report a problem? Is there someone other than their direct manager they can go to? What happens if a customer is the one causing the problem? Does our training meet state requirements?
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Frequently asked questions
What should a harassment policy include?
A clear definition, examples, how to report, protection against retaliation, how complaints are investigated and the consequences.