I work in a call centre and there is a problem employee who is rude and abusive at times to our clients, symptoms include him raising his voice, pointing out that the client is wrong on some occasions exacerbating the situation, argumentative approach. These are only with problem clients however, he won't just accept their abuse by way of asking them to control their tone, he likes to fight back which is showing very poor complaint handling skills. He has been approached by several managers in both customer services and then on account he accused customer service management of being out to get him, the sales team managers just so we can be clear his behaviour is being considered unacceptable to all. However, he just isn't improving. The other week he said bye to a client after dealing with her appropriately however the client didn't hang up her phone properly, consequently, the advisor just sat there and did nothing for 20 minutes listening to her background noise. HR Management was asked to get legal advice and they said they can only recommend doing an "improvement required" meeting which left my manager livid! Why can't we dismiss him already?
Unfortunately to add to the problem, the company does have an extremely lenient policy towards ill behaviour and error - making staff, to say you have got to do a lot wrong to get fired is an understatement. So he can possibly say we are being unfair if we dismiss him. To make matters worse he used to be a union representatives so management are scared to dismiss him!