Round 1

I have reviewed this incident from July **,with my management team, as well members of my amusement staffThe managers that were on duty at the time spoke to the customer regarding this game, the Wizard of Oz coin pusherIt was explained to the customer that the character cards with a single
character have a ticket value of tickets, that only the character card with multiple characters have a value of ticketsThe customer did not accept the explanation that was given and demanded to speak another managerThe second and third managers that the customer spoke to, provided the same explanation. It should be noted that the third manager was on a meal break, when the customer was waiting outside the manager office to speak to this managerThe manager interrupted his meal break, and while off the clock, spoke to the customerThe customer alleged that the other managers had threatened herThe customer was provided with contact information for our corporate officeIt also should be noted that the situation was discussed with a member of the corporate staff who concluded the situation was handled appropriately by the management staff of the Broadway Mall location. During my investigation into this matter, the staff I spoke to, actually indicated that they were verbally abused by the customer from the very beginningI spoke to each person involved individually, and their versions of events matched each otherWe refute any allegations or “threats” this customer claims to have been made by us. Round has very clear standards on customer serviceThe management and staff are coached regularly on proper customer service and resolving customer complaintsThere are times, when policies, procedures, or pricing are explained to a customer and those explanations fail to meet those customer's expectationsRound managers always have the goal to resolve the issue with a customer in a satisfactory manner.When any customer is verbally abusive or makes threats of their own to a manager or staff member, such behavior will make such a positive outcome difficult if not impossibleRound has a strict policy against harassment toward its employees, customers, or visitors to the facilityWithin that same policy, Round also does not accept verbal abuse, physically aggressive behaviors, or verbal threats made to its employees.In this situation, the investigation concludes that the managers and staff followed proper company procedures, were professional, explained the ticket values clearly, and that the customer simply did not agree with the policy and became more hostile and verbally abusive to the Round employeesThere was positive intent from the managers that was not reciprocated by the customer