Re: Detractor Alert: Demetri Kontzamanis | 1000000000022546

Hi there,

I would consider this a difficult client to satisfy.

Helen is frequently described as rude and overbearing from our caregivers.
The home has security camera's and Helen is sure to inform the CG's they
are being video'd.  Helen routinely makes racist comments and connotations
to her CCM about the CGs.

The most common challenge we face is CG's refusing to go back after a shift
or two.  The physical environment and the client are not difficult,
Helen's behavior is the main factor.

We do  have 1 caregiver who has excelled there and continues to be a full
time staff.  That being said, she has commented to me personally that she
has only stuck it out because she had to , to keep her full time hours.

Thanks,





On Mon, Sep 12, 2022 at 12:14 PM Keri Thrush <kthrush@thekey.com> wrote:

> Hi, team!
>
>
> Hope everyone is doing well. As you are aware, our Service Quality
> department will take the lead on responding to all client detractor
> Medallia surveys. As part of our pre-planning, requesting for any context
> or background information about client Demetri Kontzamanis. This is
> Demetri's relationship2 survey which tells us that they have been a
> client for 90+ days. We plan to reach out to speak to Helen Kontzamanis (indicated
> as primary contact in Clear Care) via phone and attempt to gather more
> information so that we as a team can determine how to turn their experience
> around, partnering with your operations.
>
> On Fri, Sep 9, 2022 at 3:00 AM Medallia <noreply@app.medallia.com> wrote:
>
>> Client Name: Demetri Kontzamanis
>>
>>
>> CC ID: 1000000000022546
>>
>> Primary Contact: Helen Kontzamanis
>>
>> PC Contact Info: heleneathena@gmail.com /
>>
>> Survey Delivery: Email
>>
>>
>> Division: Canada
>>
>> Business Unit: Winnipeg
>>
>> Tenure: More Than 52 Weeks
>>
>> Actual Customer Segment: Elephant
>>
>> Stated Customer Segment:
>>
>>
>>
>> Survey: Relationship 2
>>
>> Main Score: 5
>>
>> Comments: Difficult to communicate. Had easier contact with the office
>> when I started with this agency. Also, not getting enough caregivers who
>> are good at their job and not getting help when a caregiver is absent.
>>
>>
>> Please click here to see the full survey response and learn more about
>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=130186
>>
>

-- 
Brian Boxall
Employee/Client Care Manager
Home Care Assistance of Winnipeg, MB
Office: (204) 489-6000
10B-1700 Corydon Avenue
HCAWinnipeg.ca <http://HCAWinnpeg.ca>

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