COVID-19


Training agents to handle these inquiries with appropriate sensitivity to the frustrating circumstance can help ensure a positive brand representation.


Agents must be able temper customer expectations as demand for eCommerce fulfilment is surging, while last mile delivery is being heavily impacted by the ripple effects of the Coronavirus.


For drivers, reps and any touchpoint of the customer journey it is imperative to remain transparent with consumers on the progress of fulfilment and be up front on any possible delays.


While no shopper wants to hear their package is being delayed, being kept in the dark is potentially worse. From checkout to each point along fulfilment, retailers need to have a system in place to update consumers on where items are and rationale for any delays that may occur.


In summary, retailers and their fulfilment teams and partners cannot control the unexpected. But they should be able to always keep the customer top of mind despite challenges in their path. This means getting creative about solutions for last-mile delivery and ensuring transparency with end-consumers along each step of the way.


Both of these articles were submitted prior to the latest government interventions in the UK and Europe.


Can your employer refuse to let you work from home?


By Mini Setty, a partner in employment law at Langleys Solicitors A


s the UK’s coronavirus safeguarding measures continue, millions


more Britons are preparing to work from home, as social distancing measures develop. Following the news that universities are to implement online lessons and learning plans, there could be as many as 2.4 million more people working from home. This, coupled with the almost 12 million UK families with dependent children, could mean that a considerable proportion of the workforce is forced to stay at home, if schools close in the coming weeks. Many more UK workers may also have to work flexibly as they care for


their family members over the age of 70. It is already estimated that as many as 20 million UK workers can work from home, according to an IWG Global Workplace survey. All this considered, as many as 30 million Britons are preparing to, or already working from home.


Can your employer refuse to let you work from home? If an individual needs to self-isolate on the advice of NHS 111 or a doctor, then their employer has an obligation to enable this. Whether it is treated as sick leave or the individual is required to work from home will depend on whether the self-isolation is


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precautionary or because of symptoms of infection.


If self-isolation is an individual choice rather than a policy mandated by the NHS or the employer, then employer and employee should have a discussion about the best way forward. Organisations are being actively encouraged by government and the CIPD to facilitate flexible working wherever possible, for all their staff. Ultimately, if the refusal is deemed unreasonable then the employer can decide it is unauthorised absence which can dealt with under its disciplinary procedure or as unpaid leave.


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