Customer Commendations and Complaints

Whenever a customer sends in a letter or card that contains comments that are negative or positive regarding a specific employee(s) then the original letter or a copy is routed to HR to be placed into that employee’s personnel file. If the comments pertain to one person the original goes into that person’s file. If several people are mentioned, then the original goes into one person’s file and copies go into the others’ files.

If a customer calls to complain or compliment and the employee takes the call, he or she does not write up the comments but asks the customer, “May I have you repeat that to my supervisor?” and the supervisor will write up the comments. If the supervisor takes the call then he or she writes up the comments, gives a copy to the employee and routes the original to HR to be filed in the employee’s file.

If a call, letter or card comes in regarding a department as a whole and not any specific employee then a copy would go into the file of the supervisor of that department. For example a card saying, “Mr Hamel, I love your repair department. John Smith,” goes into the file of the Repair Department supervisor.