Worker sacked after customer dispute was unfairly dismissed

A tribunal has ruled that a BT worker who was sacked after a disagreement with a customer was unfairly dismissed. 

The tribunal heard that Colin Shepherd, a business billing adviser, had worked for BT for 22 years and had an excellent work record. It also heard that Mr Shepherd had been suffering from depression after the death of his father.

BT dismissed Mr Shepherd over the way he handled a call from a customer who was frustrated at being transferred to the wrong department. The customer threatened to complain about Mr Shepherd and he said he would do the same about them. BT said his conduct could have brought the company into “serious disrepute”.

The tribunal panel ruled that the incident was “out of character” and should not have led to instant dismissal. Mr Shepherd was awarded £15,410 in compensation.

Employment judge Robert Gall said: “The tribunal was quite clear in its view that in the particular circumstances of this case the dismissal was unfair on the basis that no reasonable employer would have dismissed the claimant.

“It was clear that the behaviour of the claimant on 8 September 2010 was out of character given his track record.”