Complaint Process

Customer Complaint Process 

• Any and all complaints received by a counselor must immediately be escalated to management (OM).  If there isn’t any manager available,  send an action email with detailed information about the complaint and the client’s contact information. If it is an urgent matter,  text OM directly.
• If the complaint involves a counselor, the call needs to be dealt with directly by a manager.  The manager or Lance will either instruct you to transfer the call to the Parking Lot or have you record the caller’s contact information.
• Managers will escalate all complaints received to Lance in writing.
• The call recording will be pulled and reviewed, and any needed follow up with the customer and/or counselor will be completed.
• If the complaint warrants it, disciplinary action will be taken, up to or including termination of employment.

Keep in mind that we take customer complaints very seriously.  Failure to escalate a complaint will result in disciplinary action up to or including termination of employment.