--0000000000007b3430060410f53a Content-Type: multipart/alternative; boundary="0000000000007b342e060410f539" --0000000000007b342e060410f539 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good Morning Aileen, Thank you for your email. I will get back to you with some feedback regarding the resolution here. Have a great day ahead, Cheryl On Mon, Aug 28, 2023 at 8:53 PM Aileen Ruffin wrote: > Hi Leadership team, > > I am bringing to your attention based comments on the survey. I am so > sorry to have to flag this and believe your teams are aware. I would like > to highlight that Medallia shows this client provided excellent ratings > early in journey: > > [image: image.png] > > Please let us know if we can assist in any way. > > Recommended Resolution > > Continue forwarding client detractor emails to Regional Client Success > Managers to contact point of contact. > > Resolution > > > - > > When a detractor score is received, assign an office lead for the > detractor response > - > > Option A: Client Success Manager follows resolution steps > - > > Option B: Client Success Manager and Regional Client Success > Manager follow resolution steps > - > > Option C: Regional Client Success Manager brings to Regional > Director attention and seeks for guidance if they have confirmed SL= A have > been followed but unable to meet resolution > > > Identify root cause > > - > > Read Medallia comment if applicable > > > - > > Determine which survey: SOC 1 or 2, Relationship 1 or 2, EOS > > Evaluate lifetime client revenue and associated animal segment > > - > > Refer to Salesforce profile > > Refer to SLA: Existing Client Experience > > > - > > Use SLA as your checklist to identify if each step has been followed: > Yes, No, Unsure > - > > Start of Care > - > > Start of Care Follow Up > - > > Quality Assurance Visits > - > > Communication: > - > > Service Quality/Recovery > > > Determine if client is recoverable > > - > > Yes > - > > Document learnings in Wellsky/ClearCare > - > > No > - > > Client Success Manager and Regional Client Success Manager identify > which aspects of the SLA were not followed or other learnings and s= hare > with Regional Director > > > > > On Mon, Aug 28, 2023 at 5:19=E2=80=AFPM Medallia wrote: > >> Client Name: Raymond Klyne >> >> CC ID: 1000000000043934 >> >> Primary Contact: Amanda Costello >> >> PC Contact Info: acostell@mymts.net / +2042541533 >> >> Survey Delivery: Email >> >> Division: Canada >> >> Business Unit: Winnipeg >> >> Tenure: 26 Weeks - Less Than 52 Weeks >> >> Actual Customer Segment: Turtle >> >> Stated Customer Segment: Turtle >> >> Survey: End of Service Survey 1 >> >> Main Score: 6 >> >> Comments: Could not get regular companion, high staff turnover, rates ar= e >> not the highest but certainly not the lowest, requested a male companion >> which never transpired >> >> Please click here to see the full survey response and learn more about >> the client: https://hca.medallia.com