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Protecting Employees: Addressing Client or Customer Harassment in the Workplace

Client or customer harassment poses a significant challenge for employees in various industries, particularly those in client-facing roles. In this article, we delve into a hypothetical case study involving client harassment and discuss the necessary steps for organizations to protect their employees and uphold a safe work environment.

Case Study : Client or Customer Harassment Scenario: 

Maria, representative, a finds dedicated herself sales in an uncomfortable situation as she faces persistent sexual comments and advances from a client during business meetings. Despite her professionalism and attempts to redirect the conversation to business matters, the client's behavior continues, leaving Maria feeling vulnerable and distressed.

Response: Addressing client or customer harassment requires a proactive and supportive response from organizations. Here's how companies can effectively address and mitigate such situations:

1. Establish Policies and Procedures: To protect employees from harassment by clients or customers, organizations should have clear policies and procedures in place. These policies should explicitly state that harassment, whether from colleagues, supervisors, clients, or customers, will not be tolerated and outline the steps employees should take if they experience harassment. It's crucial for these policies to be communicated to all employees and integrated into employee training programs.

Subject in focus:

2. Document Incidents: When faced with harassment from a client or customer, employees like Maria should document each incident in detail. This documentation should include dates, times, locations, and specific details of the harassing behavior. Keeping a record of the incidents will provide valuable evidence if further action is required.

3. Report: Maria should promptly report the client's harassment to IC. It's essential for employees to feel supported and confident that their concerns will be taken seriously and addressed appropriately.

4. Take Immediate Action: Upon receiving a report of client harassment, the organization IC must take immediate action to address the situation as per POSH ACT 2013.

5. Provide Support to Employees: Employees who experience client harassment may face emotional distress and professional challenges as a result. It's essential for organizations to provide support and resources to help employees navigate the aftermath of such experiences. This may include access to

counseling services, additional training on handling difficult situations, or temporary reassignment to different roles if necessary.

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