Re: Detractor Alert: John "Jack" Kokotailo | 1000000000036846

--000000000000bfa12e05eab40bf5 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Keri, I wanted to share with you an email from Shawntel regarding this client. It may help offer some insight. Her remarks below: "This poor client had luna then jamie as a care manager and Jamie promised them 1 caregiver. They wanted a male specifically and took females on fill ins so they were upset. She was having difficulty with jamie and luna not communicating things and changes. I have tried to mend this and try to be very prompt in replying to her. I think we are off to a good mending of this relationship. But she is right she didn=E2=80=99t get what she was pro= mised from the beginning." Shawntel has been really diligent about turning things around for clients in Calgary who have been passed around a bit. I will follow up with her about this several times over the next few weeks to make sure we are still on track. Hope this helps, Cheryl On Mon., Oct. 10, 2022, 2:09 p.m. Keri Thrush, wrote: > Hi, Cheryl. > > Pulling you into the detractor alert received yesterday to initiate > pre-planning. If you would be so kind to reply back in this thread and pu= ll > in any other stakeholders. > > Thank you, > > On Sun, Oct 9, 2022 at 10:46 AM Medallia wrote= : > >> Client Name: John "Jack" Kokotailo >> >> CC ID: 1000000000036846 >> >> Primary Contact: Ron Kokotailo >> >> PC Contact Info: ronkokotailo@shaw.ca / +4038520356 >> >> Survey Delivery: Email >> >> >> Division: Canada Business Unit: Calgary Tenure: 12 Weeks - Less Than 26 >> Weeks Actual Customer Segment: Turtle Stated Customer Segment: Turtle >> Survey: Relationship 2 Main Score: 5 Comments: I have filled in the >> caregiver component of the survey with my father=E2=80=99s current careg= iver >> (Louie) in mind. He is great! Unfortunately he is also my father=E2=80= =99s 5th >> caregiver in around six months. Of those five, two have been good, two >> mediocre in terms of being a good match for my father, and two were very >> poor matches. In terms of office staff, I have found the people supervis= ing >> the caregivers that I have dealt with to be helpful and generally prompt= in >> returning my calls and they have strived to address problems. The >> difficulties, however, often seemed beyond their control and I have had = to >> work with three different people within a relatively short period which = has >> meant going over a lot of old ground with each new person. I feel the >> organization has been struggling to live up to its own expectations of t= he >> level of service it aims to provide. I realize that this is possibly due= to >> circumstances around availability of carers. Please click here to see th= e >> full survey response and learn more about the client: >> https://hca.medallia.com/hca/respInvForm.do?surveyid=3D144119 >> > --000000000000bfa12e05eab40bf5 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Keri, I wanted to s