Canadian Occupational Safety (COS) magazine is the premier workplace health and safety publication in Canada. We cover a wide range of topics ranging from office to heavy industry, and from general safety management to specific workplace hazards.
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February/March 2017 17 Michelis, says in an email that its rep- resentatives are dedicated to treating all customers with respect and it asks that its employees receive respect in return. "Our code of conduct states that we will not tolerate harassment toward any person or group, including our team members. Customer service representatives can, depending on the severity of the situation, such as profanity or other abuse, advise a cus- tomer they are terminating the call and offer to speak at a later time to solve the issue," she says. Neumann says while many compa- nies have a "zero tolerance" policy, it's not being used in practice. "It's not being communicated to the front lines. It might be fi ne for the companies to say that, but it's not getting down to the worker that is get- ting the calls," he says. "That worker is fearful for his or her job and that's the crux." Employers not only need to ensure workers have the right to hang up on abusive calls but that they will not be reprimanded for doing so, says the USW campaign. "It's like the right to refuse in health and safety. I think that has come and disciplined. It's the fear we are trying to get out of it," says Neumann. Workers are also afraid of hanging up for fear of getting a bad survey, says Ravary. Customers may be asked to complete a satisfaction survey — such as answer a few questions immediately after the conversation by phone or after the fact via email — and the results affect employees' compensation. After an abusive caller leaves a poor survey, managers often listen back to the call with the employee and go over what they could have done differently, says Ravary. "It's like 'What do you think you could have changed to make this call go different?' and you're thinking to yourself 'Nothing. I should have just been able to hang up on this dude,'" she says. "They look at you like 'Why didn't you do this, this or this and you are like 'Are you kidding me right now?' A lot of times they will turn it back on you." Another worker who wrote into the USW echoed a similar experience: "I get in trouble by management for not Michelis, says in an email that its rep- resentatives are dedicated to treating all customers with respect and it asks that its employees receive respect in return. disciplined. It's the fear we are trying to get out of it," says Neumann. to get out of it," says Neumann. Workers are also afraid of hanging Workers are also afraid of hanging up for fear of getting a bad survey, says Ravary. Customers may be asked to complete a satisfaction survey — such as answer a few questions immediately after the conversation by phone or after the fact via email — and the results affect employees' compensation. After an abusive caller leaves a poor survey, managers often listen back to gone by the wayside. 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11111101 11110110 10000011 11010110 11110111 01000011 10001000 10011110 11111100 11100001 01101001 00011001 11100111 11001100 01011011 10100011 00000011 11110101 00010101 01101000 00110111 10011000 10110011 00111011 00010111 10110110 11101000 00110101 00111111 01010101 01111111 10100101 10011011 10000101 00110000 11001111 10000111 10111011 10110000 01000011 11110000 10111100 00010011 11110010 00110000 01000011 00010101 00110100 11110101 10101010 01010110 00001101 11100100 11111110 11100111 11001100 01011011 10100011 00000011 11110101 00010101 01101000 00110111 10011000 10110011 00111011 00010111 10110110 11100010 01111110 11111111 11111010 01100011 10100010 01110001 10001001 00111111 00011111 00010111 11101010 01000110 01000100 01000000 11100111 11001100 01011011 10100011 00000011 11110101 00010101 01101000 00110111 10011000 10110011 00111011 00010111 10110110 11100010 01111110 11111111 11111010 01100011 10100010 01110001 10001001 00111111 00011111 00010111 11101010 01000110 01000100 01000000 11101000 00110101 00111111 01010101 01111111 10100101 10011011 10000101 00110000 11001111 10000111 10111011 10110000 01000011 11110000 10111100 00010011 11110010 00110000 01000011 00010101 00110100 11110101 10101010 01010110 00001101 11100100 11111110 Connect Collaborate Create 10110011 00111011 00010111 10110110 10101111 01010111011100 010101111110 11111111 11111010 01100011 10100010 01110001 10001001 00111111 11001111 10000111 10111011 10110000 01000011 01000001 11010010 11110000 10111100 00010011 11110010 00110000 01000011 00010101 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 00111010 01010100 11010001 10100010 11101011 01100111 110011011010 01101100 10001101 10011101 11100100 00011110 11001001 01101010 10101110 00001110 11110100 00001101 11101110 01100100 01110010 10011100 01001011 10100100 10001011 00111011 10101110 01101001 00111000 01100111 10110011 10111010 00100100 01101011 00000110 10010110 01001010 11010111 11110100 01001000 00101001 00111101 01000010 10111110 11111100 01101010 00110001 11000101 10001100 10011100 00111100 11110000 00000001 10010001 10000001 11110011 11100010 01011100 00101111 01100101 00010011 10110011 10110111 11110100 00100011 01000101 11010110 11000001 01011111 10010101 00111000 01100111 10110011 10111010 00100100 01101011 00000110 10010110 01001010 11010111 11110100 01001000 00101001 00111101 01000010 10111110 11111100 01101010 00110001 11000101 10001100 10011100 00111100 11110000 00000001 10010001 10000001 11110011 01000010 10111110 11111100 01101010 00110001 11000101 10001100 10011100 00111100 11110000 00000001 10010001 10000001 11110011 10101110 00001110 11110100 00001101 11101110 01100100 01110010 10011100 01001011 10100100 10001011 00111011 10101110 01101001 00111000 01100111 10110011 10111010 00100100 01101011 00000110 10010110 01001010 11010111 11110100 01001000 00101001 00111101 01000010 10111110 11111100 01101010 00110001 11000101 10001100 10011100 00111100 11110000 00000001 10010001 10000001 11110011 10101110 00001110 11110100 00001101 11101110 01100100 01110010 10011100 01001011 10100100 10001011 00111011 10101110 01101001 10101110 00001110 11110100 00001101 11101110 01100100 01110010 10011100 01001011 10100100 10001011 00111011 10101110 01101001 01000010 10111110 11111100 01101010 00110001 11000101 10001100 10011100 00111100 11110000 00000001 10010001 10000001 11110011 11001111 10000111 10111011 10110000 01000011 01000001 11010010 11110000 10111100 00010011 11110010 00110000 01000011 00010101 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 10010001 01100111 01001101 10100100 10001011 11101010 00100100 10001100 10110111 10010110 10011110 01010111 10001101 01111010 11001010 0111101100010011 00111010 10110010 11010000 00111000 10011010 00001010 01000100 01001111 10101100 10111000 10100010 10000001 11110 101 11001101 00010101 10010010 00011011 01011001 00011010 00100001 11101000 00110010 01011111 01010101 11011110 01010111 10001110 0011011101101100 10110000 00110001 11110011 01010100 00100000 10110000 00011011 01101001 01111000 01110110 00001111 11001001 0011011 0 00000010 11101011 01101000 01101010 10001010 11001110 00010001 10001000 00000000 10010101 00110011 11010110 10001011 00010000 00111111 00010000 11101100 10011110 00101001 01110111 01100001 11000000 01110111 00100110 11111010 10010000 10010100 01111110 00100100 11101001 10111111 00000001 10100100 01000001 00010000 01110100 11000001 01001101 THE NEW WORKPLACE Over 70 Sessions. 400+ Exhibitors. New Products. 11100111 11001100 01011011 10100011 00000011 11110101 00010101 01101000 00110111 10011000 10110011 00111011 00010111 10110110 11100111 11001100 01011011 10100011 00000011 11110101 00010101 01101000 00110111 10011000 10110011 00111011 00010111 10110110 11100111 11001100 01011011 10100011 00000011 11110101 00010101 01101000 00110111 10011000 10110011 00111011 00010111 10110110 11001111 10000111 10111011 10110000 01000011 01000001 11010010 11110000 10111100 00010011 11110010 00110000 01000011 00010101 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11110101 10101010 01010110 00001101 11100100 11111110 11100100 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 10010001 01100111 01001101 10100100 10001011 11101010 00100100 10001100 10110111 10010110 10011110 01010111 10001101 01111010 11001010 0111101100010011 00111010 10110010 11010000 00111000 10011010 00001010 01000100 01001111 10101100 10111000 10100010 10000001 11110 101 11001101 00010101 10010010 00011011 01011001 00011010 00100001 11101000 00110010 01011111 01010101 11011110 01010111 10001110 0011011101101100 10110000 00110001 11110011 01010100 00100000 10110000 00011011 01101001 01111000 01110110 00001111 11001001 0011011 0 00000010 11101011 01101000 01101010 10001010 11001110 00010001 10001000 00000000 10010101 00110011 11010110 10001011 00010000 00111111 00010000 11101100 10011110 00101001 01110111 01100001 11000000 01110111 00100110 11111010 10010000 10010100 01111110 00100100 11101001 10111111 00000001 10100100 01000001 00010000 01110100 11000001 01001101 11001111 10000111 10111011 10110000 01000011 01000001 11010010 11110000 10111100 00010011 11110010 00110000 01000011 00010101 01010001 00100111 00101000 01110110 11010111 10001001 10110110 10011111 10000111 00011110 10001000 10001111 11100110 01101100 11101000 00110101 00111111 01010101 01111111 10100101 10011011 10000101 00110000 11001111 10000111 10111011 10110000 01000011 11110000 10111100 00010011 11110010 00110000 01000011 00010101 00110100 11110101 10101010 01010110 00001101 11100100 11111110 00010100 00010111 10111101 01111110 01001111 01101001 10111110 10001100 11101110 10010001 01100111 01001101 10100100 10001011 10001100 10110111 10010110 10011110 01010111 10001101 00011010 11111010 10010000 10010100 01111110 00100100 11101001 10111111 11101000 00110101 00111111 01010101 01111111 10100101 10011011 10000101 00110000 11001111 10000111 10111011 10110000 01000011 11101000 00110101 00111111 01010101 01111111 10100101 10011011 10000101 00110000 11001111 10000111 10111011 10110000 01000011 KEYNOTES Neil Pasricha Best-Selling Author of "The Book of Awesome" Curt Steinhorst Distraction Expert Steven Page Iconic Musician