Telecommunications company, Digicel, on Thursday announced that it had fired two employees involved in the circulation of a video showing an elderly man seeking assistance to connect his smart television.
In the video which was circulated online, the man placed the television set on the counter in front of a female employee who had a grin on her face. Another employee, who was not seen but heard and is believed to have recorded the encounter, asked the man what was wrong. He explained that when he plugged in the television set he saw nothing. The audio of the video was somewhat distorted but the employee, who was not visible, ended by saying “We can’t see it on the TV though,” and laughter was also heard.
“It has been brought to our attention that a video circulating on social media shows two members of our staff behaving in a manner that is completely unacceptable and wholly inconsistent with the values we uphold as a company,” the company said in a statement.
“The two employees involved in this incident were dismissed from the company effective this morning,” the company added.
According to the company, its customers are at the heart of everything it does and the commitment extends to every person who visits its offices, regardless of their age or level of technical familiarity.
“Every customer deserves to be treated with dignity, patience, and genuine care. That this gentleman came to us for help and was instead met with ridicule, is something we take very seriously and do not take lightly,” the company said.
The company also announced plans to reach out directly to the customer and his family “to offer our sincerest apology”.
“He will receive our full support and personal attention to ensure his concerns are addressed properly and with the respect he deserves,” it added.
Digicel also thanked the Guyanese public for holding it accountable as many had condemned the recording of the customer and the sharing of the video and called on the company to take action.
“We recommit ourselves to being a company where every customer feels welcomed, valued, and well-served,” Digicel promised.
Discussion