A federal appellate court has dismissed a lawsuit brought by a worker who claimed she was fired in retaliation for taking. The 5th Circuit Court of Appeals ruled that Shaneika Smith was fired for the most defensible of all reasons: She treated a customer badly.
The case is Smith v. Southwestern Bell Telephone Company (No. 11-10506, 5th Cir., 2012).
In the call-center hot seat
Shaneika Smith was a customer service representative for Southwestern Bell Telephone Co. Her duties included answering customer calls and handling their complaints.
Smith received specific training on how to handle difficult customers—by maintaining a civil tone and assuring callers that their problems would be addressed. If customers became too difficult, Smith had been directed to transfer them to a designated representative or sales coach manager.
Smith took approved, (register to read more)leave for an undisclosed health condition...