SUBJECT: Serious customer service issue with our main account
INTRODUCTORY SUMMARY
Ms. Robinson, this memo is to inform you of a serious customer service incident, my analysis of the possible causes of the problem, some of my mitigating actions so far and my recommendations to avoid similar issues in the future.
Yesterday I received a worrying complain letter from Mr. Henry Stewart. In addition, I discovered that Mr. Stewart has made public his grievances in our web blog. Therefore, we are confronting a potentially very serious public relations situation, legal liability and losing a extremely valuable customer.
Mr. Stewart claims that two of our newly hired employees killed all of his prized Koi fish while treating his shrubs and trees. Apparently, they made an enormous mistake by forgetting to cover the ornamental pond before applying the pesticides to treat the shrubs and trees at Mr. Stewart's house. As you may imagine, Mr. Stewart is livid and he is not only threatening legal action but also he has canceled his account effectively yesterday. Mr. Stewart wants Green Wave to pay his estimated of $2,000 to replace the Koi fish. As you know, Mr. Stewart is our most valued customer because of his prominence as an agent in the local real estate …show more content…
We should make sure that our senior field managers who are authorized to hire new employees know that it is important to conduct some kind of extensive applicant prescreening or background check. Proper prescreening of job applicants can help prevent years of legal problems for Green Wave. Not only are civil liability issues a concern, but every field manager should not only be concerned with landscaping experience but also be concerned about disruption of the workplace, theft of assets, sexual harassment, vehicular accidents, and violence against other employees and our
INTRODUCTORY SUMMARY
Ms. Robinson, this memo is to inform you of a serious customer service incident, my analysis of the possible causes of the problem, some of my mitigating actions so far and my recommendations to avoid similar issues in the future.
Yesterday I received a worrying complain letter from Mr. Henry Stewart. In addition, I discovered that Mr. Stewart has made public his grievances in our web blog. Therefore, we are confronting a potentially very serious public relations situation, legal liability and losing a extremely valuable customer.
Mr. Stewart claims that two of our newly hired employees killed all of his prized Koi fish while treating his shrubs and trees. Apparently, they made an enormous mistake by forgetting to cover the ornamental pond before applying the pesticides to treat the shrubs and trees at Mr. Stewart's house. As you may imagine, Mr. Stewart is livid and he is not only threatening legal action but also he has canceled his account effectively yesterday. Mr. Stewart wants Green Wave to pay his estimated of $2,000 to replace the Koi fish. As you know, Mr. Stewart is our most valued customer because of his prominence as an agent in the local real estate …show more content…
We should make sure that our senior field managers who are authorized to hire new employees know that it is important to conduct some kind of extensive applicant prescreening or background check. Proper prescreening of job applicants can help prevent years of legal problems for Green Wave. Not only are civil liability issues a concern, but every field manager should not only be concerned with landscaping experience but also be concerned about disruption of the workplace, theft of assets, sexual harassment, vehicular accidents, and violence against other employees and our