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, *** ***
Our policy at NextJob is 100% customer satisfaction and I believe that is why after 10 years this is our very first complaint. But so out of respect for him I will not argue that my customer [redacted] should feel any differently than he feels about what he received from our services. However,...
I will share what we tried from our side. Career Coaching can be a challenging service to deliver because it is determined by how much interaction the job seeker wants. As you will see form the notes below - there were 10s of attempts to contact and set up meetings and offer guidance and resources. Unfortunately I believe that [redacted] was expecting something different. He had a coach on our staff that is considered stellar and we as a company have never received a complaint about her and she has one of the highest satisfaction and hire ratings on our staff. However, what is important in each customer situation is whether or not we met their needs. It is a coaches job to figure out what those needs are and set expectations - one important part is that a job seeker participates in those conversations and meetings by keeping coaching appointments, working on the homework and participating in the weekly webinars. At the point in which [redacted] expressed dissatisfaction I reached out to him twice to the phone number provided and was never able to reach him or get a return call. It was my goal to understand what he wanted to resolve his dissatisfaction, whether that be a new coach, or an alternative solution. When [redacted] applied for the scholarship, the terms and conditions that he signed in the waiver outlined the potential tax implications of receiving this job coaching scholarship. Unfortunately, which I can understand, if you do not feel like you received the benefit it is feels unsettling to pay the taxes on it.
[redacted] and I were finally able to connect last week when he answered my call. I listened to his concerns and offered three suggestions for resolution, a new coach who specializes in self employment and recruiting - which is the field that he is trying o get into and has started his own company, a reimbursement of the taxes which is approximately $250 or begin the process of reversing the 1099 for services. He said he had to think about it and would get back to me this Monday which was March 14th. At the end of the day I reached back out to him to follow up on his decision as I had not heard form him and he said he needed until March 16th to decide after he completed some meetings. I told him that sounded good (email below). We are ready and prepared to assist him in any of the three resolutions that he chooses.
Below is the last email we exchanged as well as the coaches notes on contacts and attempted contacts with the job seeker.
Please let me know how to proceed next.
Kristi W[redacted]
Director of Customer Happiness
NextJob
541-350-3025 --------------------------------------------------------------------------------...⇄ />
Kristi,I will call you on Wednesday. I have some scheduled meetings with 5th 3rd Bank on Tuesday I want to get through first.Regards,[redacted]-----Original Message-----From: Kristi W[redacted] <[email protected]>To: [redacted] <[redacted]@aol.com>Sent: Mon, Mar 14, 2016 10:18 amSubject: Re: Happy New Year![redacted],I am addressing the situation. Again I apologize that you did not receive the service you were hoping to receive. I am hopeful that you will allow Tara to try to help you as she is a very talented recruiter as well as an expert on self-employment. Did you make a decision over the weekend to give that a try or would you rather a reimbursement for the taxes?Kristi --------------------------------------------------------------------------------...⇄ />
Coaches Notes in Operations Software:
01-03-16 0 Kathleen D Sent followup email to JS Completed Calls to Job Seekers - No-Data
Thu 07-09-15 (0.08) Cynthia emailed me to say to proceed with coaching Mgr-Coach No-Data
Thu 07-09-15 (0.08) Emailed Cynthia to ask if there was anything further on how we can handle coaching of this JS Mgr-Coach No-Data
Thu 07-09-15 (0.08) Received email from JS asking if we can set up another appointment Coaching -Email
Thu 07-09-15 (0.08) Emailed JS to ask if he wants to talk on Monday at 4pm - Coaching Attempt
Wed 06-24-15 (0.1) Answered Cynthia's email - Mgr-Coach No-Data
Thu 06-18-15 (0.1) Forward Job Talk invitation to JS Coaching -Email
Thu 06-18-15 (0.2) Sent JS 360 branding assessment, FAB Questionnaire, NJ's resume template and sample resume Coaching -Email
06-18-15 (0.5) Called JS reviewed targeted and branded resume, accomplishments, spent time on branding and accomplish- Coaching Call
06-15-15 (0.25) Reviewed resume and cover letter for JS Coaching -Doc Review
06-15-15 (0.08) Sent email to JS asking if he wants to set an appointment this week -Coaching Email
06-15-15 (0.08) Sent email to JS thanking him for resume and cover letter -Coaching Email
06-15-15 (0.08) Kathleen D Recd Resume and Cover Letter from JS -Coaching Email
06-10-15 (0.25) Spoke to JS and had welcome phone call -Coaching Call
06-09-15 Allen W This job seeker was awarded a scholarship through the Brand Of You Campaign Customer CAT
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, *** ***
Our policy at NextJob is 100% customer satisfaction and I believe that is why after 10 years this is our very first complaint. But so out of respect for him I will not argue that my customer [redacted] should feel any differently than he feels about what he received from our services. However,...
I will share what we tried from our side. Career Coaching can be a challenging service to deliver because it is determined by how much interaction the job seeker wants. As you will see form the notes below - there were 10s of attempts to contact and set up meetings and offer guidance and resources. Unfortunately I believe that [redacted] was expecting something different. He had a coach on our staff that is considered stellar and we as a company have never received a complaint about her and she has one of the highest satisfaction and hire ratings on our staff. However, what is important in each customer situation is whether or not we met their needs. It is a coaches job to figure out what those needs are and set expectations - one important part is that a job seeker participates in those conversations and meetings by keeping coaching appointments, working on the homework and participating in the weekly webinars. At the point in which [redacted] expressed dissatisfaction I reached out to him twice to the phone number provided and was never able to reach him or get a return call. It was my goal to understand what he wanted to resolve his dissatisfaction, whether that be a new coach, or an alternative solution. When [redacted] applied for the scholarship, the terms and conditions that he signed in the waiver outlined the potential tax implications of receiving this job coaching scholarship. Unfortunately, which I can understand, if you do not feel like you received the benefit it is feels unsettling to pay the taxes on it.
[redacted] and I were finally able to connect last week when he answered my call. I listened to his concerns and offered three suggestions for resolution, a new coach who specializes in self employment and recruiting - which is the field that he is trying o get into and has started his own company, a reimbursement of the taxes which is approximately $250 or begin the process of reversing the 1099 for services. He said he had to think about it and would get back to me this Monday which was March 14th. At the end of the day I reached back out to him to follow up on his decision as I had not heard form him and he said he needed until March 16th to decide after he completed some meetings. I told him that sounded good (email below). We are ready and prepared to assist him in any of the three resolutions that he chooses.
Below is the last email we exchanged as well as the coaches notes on contacts and attempted contacts with the job seeker.
Please let me know how to proceed next.
Kristi W[redacted]
Director of Customer Happiness
NextJob
541-350-3025
--------------------------------------------------------------------------------...⇄ /> Kristi,I will call you on Wednesday. I have some scheduled meetings with 5th 3rd Bank on Tuesday I want to get through first.Regards,[redacted]-----Original Message-----From: Kristi W[redacted] <[email protected]>To: [redacted] <[redacted]@aol.com>Sent: Mon, Mar 14, 2016 10:18 amSubject: Re: Happy New Year![redacted],I am addressing the situation. Again I apologize that you did not receive the service you were hoping to receive. I am hopeful that you will allow Tara to try to help you as she is a very talented recruiter as well as an expert on self-employment. Did you make a decision over the weekend to give that a try or would you rather a reimbursement for the taxes?Kristi
--------------------------------------------------------------------------------...⇄ />
Coaches Notes in Operations Software:
01-03-16 0 Kathleen D Sent followup email to JS Completed Calls to Job Seekers - No-Data
Thu 07-09-15 (0.08) Cynthia emailed me to say to proceed with coaching Mgr-Coach No-Data
Thu 07-09-15 (0.08) Emailed Cynthia to ask if there was anything further on how we can handle coaching of this JS Mgr-Coach No-Data
Thu 07-09-15 (0.08) Received email from JS asking if we can set up another appointment Coaching -Email
Thu 07-09-15 (0.08) Emailed JS to ask if he wants to talk on Monday at 4pm - Coaching Attempt
Wed 06-24-15 (0.1) Answered Cynthia's email - Mgr-Coach No-Data
Thu 06-18-15 (0.1) Forward Job Talk invitation to JS Coaching -Email
Thu 06-18-15 (0.2) Sent JS 360 branding assessment, FAB Questionnaire, NJ's resume template and sample resume Coaching -Email
06-18-15 (0.5) Called JS reviewed targeted and branded resume, accomplishments, spent time on branding and accomplish- Coaching Call
06-15-15 (0.25) Reviewed resume and cover letter for JS Coaching -Doc Review
06-15-15 (0.08) Sent email to JS asking if he wants to set an appointment this week -Coaching Email
06-15-15 (0.08) Sent email to JS thanking him for resume and cover letter -Coaching Email
06-15-15 (0.08) Kathleen D Recd Resume and Cover Letter from JS -Coaching Email
06-10-15 (0.25) Spoke to JS and had welcome phone call -Coaching Call
06-09-15 Allen W This job seeker was awarded a scholarship through the Brand Of You Campaign Customer CAT