--00000000000099ea0a060404653a Content-Type: multipart/alternative; boundary="00000000000099ea080604046539" --00000000000099ea080604046539 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 SLA 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 sha= re 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 are > 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 th= e > client: https://hca.medallia.com/hca/respInvForm.do?surveyid=3D287403 > --00000000000099ea080604046539 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Leadership team, = I am bringing to your attention based comments on the survey. I am so sorr= y to have to flag this and believe your teams are aware. I would like to hi= ghlight that Medallia shows this client provided excellent ratings early in= journey: Please let us kno