The Arbitration Of Discipline cases Involving Customer Complaints

Donald J. Petersen

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DOI: 10.2190/GGMF-B4JE-4AR8-ME45

Abstract

Employee behavior which may jeopardize customer goodwill is viewed dimly by employers and arbitrators alike. Given that employee misbehavior toward customers is serious, is it always necessary for an employer to promulgate rules forbidding discourtesy, assaults, sexual harassment, etc., toward customers? Should an employer compel a customer through a subpoena to testify against an accused employee in arbitration? Must the customer be present to testify in order to avoid a hearsay objection, or can the customer's testimony be received through another witness? Will a customer's barring of an employee from its premises constitute a valid reason to discharge the employee? These and other issues in customer complaint cases are explored in this article.

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