At Wildkind, we're committed to delivering the best possible customer service. While we understand that issues can sometimes be frustrating, it’s important to treat our team with courtesy and respect at all times. Unacceptable behaviour affects not only our team, but also the quality of service we can provide to all our customers.
What Is Unacceptable Behaviour?
Unacceptable behaviour is defined as acting unreasonably, regardless of how stressed, frustrated, or upset you may feel.
Examples of Unacceptable Behaviour
1. Aggressive or Abusive Behaviour
Our team should never face aggression or abuse in their workplace. This includes:
Offensive language
Discrimination of any kind
Inflammatory statements
Threats of violence
Such behaviour is never acceptable and will not be tolerated.
2. Unreasonable Demands
Occasionally, customers make requests that are beyond what is reasonable or feasible. Examples include:
Insisting on a response or action within an unrealistic timeframe.
Demanding to speak to someone inappropriate, such as a director, when it’s not necessary or applicable.
Repeatedly requesting an unachievable outcome or refusing to accept our decisionFor instance, repeatedly contacting us about an issue that has already been resolved in line with our policies takes up a disproportionate amount of time and resources, which can impact our ability to help others effectively.
For instance, repeatedly contacting us about an issue that has already been resolved in line with our policies takes up a disproportionate amount of time and resources, which can impact our ability to help others effectively.
How We Respond to Unacceptable Behaviour
If a customer displays unacceptable behaviour, our team has the right to stop communication. However, we will usually:
Ask you to adjust your behaviour and explain why it is unacceptable.
End communication if the behaviour continues, allowing the team member to remove themselves from the situation.
Document the incident, which will be reviewed by senior management to determine further action.
In cases of threats or criminal activity, we will contact the police immediately, without prior warning.
Our Commitment to a Safe Environment
We value open communication and aim to resolve issues constructively, but we must also prioritise the well-being of our team. By working together with mutual respect, we can ensure a positive experience for everyone involved. Thank you for your understanding and cooperation.