Lithia Body & Paint of Roseburg

As soon as I received the Revdex.com complaint by mail I gathered the staff together and confirmed all of the phone messages were in fact delivered to my employee who then ignored them therefore causing frustration for our customerI then put the concern in writing and presented it to the employee in question stating this was unacceptable and not be tolerated should it happen againI also listed customer contact procedure on a coaching form instructing the same employee to hit certain customer contact/satisfaction goals that laid out a timeline for completing those goalsBoth the employee concern notice and coaching form worded straightforward and plainly describing what must be adhered to and completed in order to remain employed by our organizationThis is a long term employee that has worked for me for years this month that knows far better than to do this to one of our valued customers I then reached out to our customer [redacted] and left a message to please return my call which she didWe had a very good conversation where I believe I was able to convey both my sincere apologies and my complete commitment to her absolute customer satisfactionI offered to do a couple of small things for [redacted] in order to atone for her frustration and inconvenience but was pleased to learn her only motivation was to make someone aware so that we did not continue to damage our customers perception of how we took care of our valued patrons which I deeply appreciated [redacted] was a very understanding person to speak to and it was my pleasure to both apologize and resolve her concern Please feel free to contact me personally should any customer of ours ever feel slighted like this or otherwise treated badly Best Regards, Dennis

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

As soon as I received the Revdex.com complaint by mail I gathered the staff together and confirmed all of the phone messages were in fact delivered to my employee who then ignored them therefore causing frustration for our customerI then put the concern in writing and presented it to the employee in
question stating this was unacceptable and not be tolerated should it happen againI also listed customer contact procedure on a coaching form instructing the same employee to hit certain customer contact/satisfaction goals that laid out a timeline for completing those goalsBoth the employee concern notice and coaching form worded straightforward and plainly describing what must be adhered to and completed in order to remain employed by our organizationThis is a long term employee that has worked for me for years this month that knows far better than to do this to one of our valued customers
I then reached out to our customer *** and left a message to please return my call which she didWe had a very good conversation where I believe I was able to convey both my sincere apologies and my complete commitment to her absolute customer satisfactionI offered to do a couple of small things for *** in order to atone for her frustration and inconvenience but was pleased to learn her only motivation was to make someone aware so that we did not continue to damage our customers perception of how we took care of our valued patrons which I deeply appreciated*** was a very understanding person to speak to and it was my pleasure to both apologize and resolve her concern
Please feel free to contact me personally should any customer of ours ever feel slighted like this or otherwise treated badly
Best Regards,
Dennis

As soon as I received the Revdex.com complaint by mail I gathered the staff together and confirmed all of the phone messages were in fact delivered to my employee who then ignored them therefore causing frustration for our customer. I then put the concern in writing and presented it to the employee in...

question stating this was unacceptable and not be tolerated should it happen again. I also listed customer contact procedure on a coaching form instructing the same employee to hit certain customer contact/satisfaction goals that laid out a timeline for completing those goals. Both the employee concern notice and coaching form worded straightforward and plainly describing what must be adhered to and completed in order to remain employed by our organization. This is a long term employee that has worked for me for 16 years this month that knows far better than to do this to one of our valued customers.
I then reached out to our customer [redacted] and left a message to please return my call which she did. We had a very good conversation where I believe I was able to convey both my sincere apologies and my complete commitment to her absolute customer satisfaction. I offered to do a couple of small things for [redacted] in order to atone for her frustration and inconvenience but was pleased to learn her only motivation was to make someone aware so that we did not continue to damage our customers perception of how we took care of our valued patrons which I deeply appreciated. [redacted] was a very understanding person to speak to and it was my pleasure to both apologize and resolve her concern.
Please feel free to contact me personally should any customer of ours ever feel slighted like this or otherwise treated badly.
Best Regards,
Dennis

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]