--00000000000052650005ee8c787d Content-Type: text/plain; charset="UTF-8" Thanks, Cheryl! As always, appreciate your responsiveness and proactive approach in turning things around. On Wed, Nov 23, 2022 at 4:26 PM Cheryl Cartwright wrote: > Hi Keri, > > Thank you so much. We are all over this already as you can imagine. We did > credit the client back for the one shift she had with us. Unfortunately her > caregiver left a lot to be desired and we worked with the HCL and the CSM > to coach the caregiver and to rectify things with the client. We knew this > first impression was not our best and we truly hope to have another > opportunity in the future to showcase what we can do. > > We did leave things on good terms and flowers were also sent to the client > as an apology for not meeting expectations. > > I hope this helps, > > Cheryl > > On Wed., Nov. 23, 2022, 6:03 p.m. Keri Thrush, wrote: > >> Hi, Cheryl, >> >> Handing off the detractor below to you in order to initiate next steps >> and contact the POC directly. >> >> Thank you! >> >> On Wed, Nov 23, 2022 at 12:14 PM Medallia >> wrote: >> >>> Client Name: Muriel Robertson >>> >>> CC ID: 1000000000043834 >>> >>> Primary Contact: Peter Robertson >>> >>> PC Contact Info: probertson738@gmail.com / >>> >>> Survey Delivery: Email >>> >>> >>> Division: Canada >>> >>> Business Unit: Toronto >>> >>> Tenure: Less Than 4 Weeks >>> >>> Actual Customer Segment: Bee >>> >>> Stated Customer Segment: Bee >>> >>> Survey: SOC Survey 2 >>> >>> Main Score: 2 >>> >>> Comments: A poor experience with a 4 hour booking recently. My wife >>> needed attention for about 2 hours but I could only book for 4 hours. The >>> PSW sent did her job for about 15 minutes and then watched TV for the >>> remainder of her assignment time. I believe I have been billed for the 4 >>> hours. My office team is part of LaSalle Park staff and is well trained and >>> very sensitive to customers needs >>> >>> >>> Please click here to see the full survey response and learn more about >>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=167039 >>> >> --00000000000052650005ee8c787d Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks, Cheryl! As always, appreciate your responsiveness = and proactive approach in turning things around.=C2=A0 On Wed, Nov 23, 2022= at 4:26 PM Cheryl Cartwright < ccartwright@thekey.com > wrote: Hi Keri, Thank you so much. We are all over this already as you = can imagine. We did credit the client back for the one shift she had with u= s. Unfortunately her caregiver left a lot to be desired and we worked with = the HCL and the CSM to coach the caregiver and to rectify things with the c= lient. We knew this first impression was not our best and we truly hope to = have another opportunity in the future to showcase what we can do.=C2=A0 We did leave things on goo= d terms and flowers were also sent to the client as an apology for not meet= ing expectations.=C2=A0