Customer complaint feedback form

Customer complaint
C28641DB
reference number
Name of customer
Dorothy Burton

Customer contact details

2965 Diamond Gully Rd

Kingston ACT

mrsdb@network1.com.au

Date complaint received

15/05/2021

Complaint details

The customer service manager, Sarah Voss, received a formal

email from customer Dorothy Burton regarding the service
received at our store. The client needed to buy a desktop with a
keyboard, large screen and Internet services. The client's
complaint was about the service provided by our employees,
which in fact was not provided because everyone was playing on
their cell phones. In addition, when a second employee, called
Gladys, served the customer, she showed no interest in the
customer's need and disrespectfully laughed at the customer
when she said she did not have access to the internet to search
for the product she wanted to buy.
The client was extremely embarrassed and upset, and wrote in
her complaint that she would not buy any more products in our
store and would never recommend our services to anyone.

Description of product or Employees showed total disrespect to the client, and total lack of
service fault professionalism;

In addition, as in any company, do not use cell phones during

working hours, only in urgent cases.

There was a lack of communication, a lack of empathy, a lack of

respect and a lack of interest in the service.

© Aspire Training & Consulting

Document date: April 2015
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Customer complaint feedback form
What we can summarize is that there is a lack of training on the
part of employees that must be corrected immediately.

Date of acknowledgment 16/05/2021

Corrective action
After receiving and registering the customer's complaint, the
Customer Service Manager at BizOps Enterprises - Paloma
Vasconcelos - contacted the customer and apologized for what
happened and made it clear what measures would be taken,
because such actions are not part of the policies and procedures
adopted by the company. In addition, he offered the customer a
bonus at our store, which she will receive a 50% discount on any
purchase and will receive a free gift worth up to 100 dollars.

Regarding the employees who were playing on their cell phones,

the Manager warned everyone that such attitudes would no
longer be tolerated. That the company would offer new training
on policies and on customer service.

As for the employee, Gladys, unfortunately, it was decided to

leave the company, since her attitude was disrespectful and
embarrassing to the client. Our company does not allow this type
of attitude, since all customers must be treated with equality and
respect.

Has the problem been After the procedures taken, the problem was solved.
resolved?
If not, to whom was the
problem transferred?

© Aspire Training & Consulting

Document date: April 2015
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Customer complaint feedback form
Date customer notified of 17/05/2021
resolution

Referred for third party It can be solved by the store supervisor.

resolution?

How will the problem be For this type of problem to be avoided in the future, the human
avoided in the future? resources team must be more critical when it comes to hiring
employees. A more efficient selection must be made.
In addition, the company will have constant training to always
provide excellent customer service.

Policy or procedure Effective communication will be an important topic for working in

amendments required our stores;

The use of cell phones is prohibited during working hours. In

urgent cases, family members will be able to contact employees
by telephone from the human resources team;

Disrespectful behavior will not be tolerated, and depending on

what it is, the employee may lose his job.

Resources required
Software for developing product search algorithms; Telephone;
Enabling courses.
Signed off by Paloma Vasconcelos
Name

Position
Customer Service Liaison Manager

© Aspire Training & Consulting

Document date: April 2015
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