Customer Service Program. TENANT shall provide a Customer Service Program for Airport review and approval. TENANT shall designate a customer service representative responsible for investigating and responding to complaints. Within 48 hours of receipt of a complaint, TENANT shall begin an investigation and contact the customer if contact information is provided. TENANT shall follow up with a written response to the customer regarding the action taken including, if appropriate, a refund or other restitution. TENANT shall provide a monthly- itemized report to Airport, prepared by an independent third-party reporting service, which includes follow up information and resolutions for each complaint. For each customer complaint verified by TENANT and not resolved by TENANT to the satisfaction of the COUNTY concerning any of the standards and requirements outlined in this LEASE, liquidated damages may be assessed to the TENANT in the amount of one hundred dollars ($100) for each complaint. In the event one of TENANT's employees receives three (3) complaints from Airport customers on his or her performance within a 6-month period, TENANT shall remove the employee from service at the Airport. Airport Director, in his sole discretion, reserves the right to demand that TENANT remove an employee on a first offense when warranted, including but not limited to circumstances such as the use of inappropriate language, inappropriate behavior and displays of violent or threatening behavior.
Customer Service Program. 1270 6.07.1 Program Requirements. 1271 6.07.1.1 Office Location. CONTRACTOR shall maintain a business 1272 office in Alameda County that handles customer service inquiries related to this Agreement. 1273 CONTRACTOR shall arrange for telephone calls from Customers to its office are billed to 1274 Customer as "local calls" by all telephone companies. 1275 6.07.1.2 Office Hours. CONTRACTOR'S Customer service office 1276 shall be open to the public from 7 a.m. to 5 p.m. Monday through Friday. The office may be 1277 closed on Saturdays, Sundays and Holidays. 1278 6.07.1.3 Availability of Representatives. A representative of the 1279 CONTRACTOR shall be available from 7 a.m. to 5 p.m. Monday through Friday to communicate 1280 with the public in person and by telephone. A message machine shall be available for 1281 Customers to leave messages during non-business hours. Calls received during non-business 1282 hours shall be returned no later than noon of the following Business Day. 1283 6.07.1.4 Telephone. CONTRACTOR shall maintain a telephone 1284 system in operation at its office from 7 a.m. to 5 p.m. and shall have staff available to answer 1285 calls. CONTRACTOR shall install telephone equipment sufficient to handle the volume of calls 1286 typically experienced on the busiest days and such telephone equipment shall be capable of 1287 recording the responsiveness to call. If Persons are unable with reasonable effort to reach 1288 CONTRACTOR'S office by phone, or are subject to waiting time "on hold" of more than three (3) 1289 minutes prior to reaching a Customer service representative, CITY may require that 1290 CONTRACTOR install additional telephone lines or hire additional Customer service 1291 representatives. An answering machine shall record Customer calls and voice messages 1292 between 5:00 p.m. and 7:00 a.m. Penalties may be levied for CONTRACTOR’S failure to meet 1293 customer service standards provided in Exhibit 4 in accordance with Section 12.05.
Customer Service Program. Contractor shall develop and maintain a detailed plan for successful customer relations that addresses how customers will be handled courteously at all times, as described in Exhibit I, Schedule 4.30. Contractor shall develop and maintain a Standard Operating Procedures(SOP) manual regarding how to answer motorists’ questions as well as Test Facility, CTI, CERT and CERF questions, as described in Exhibit I, Schedule 4.30.
Customer Service Program. OPERATOR shall conduct a customer service satisfaction survey to evaluate the Golf Course operations no more frequently than quarterly and no less frequently than annually. The service program shall evaluate the operations of the Golf Course and make recommendations concerning said operations, including, without limitation, recommendations relative to quality, quantity and selection of merchandise, and customer service provided by OPERATOR’s employees. OPERATOR shall submit to CITY an executive summary of the results and recommendations of the survey.
Customer Service Program. You acknowledge that providing superior customer service is a vital component of the System. You must participate in customer service programs, which we have the right to specify from time to time in the Manual. Such programs may include the use of independent evaluation service to conduct “mystery customer” quality control, customer satisfaction surveys, or any other quality control or evaluation programs. If you receive an unsatisfactory or failing report in connection with any such program, you must immediately implement any remedial actions we require and pay us all expenses we incurred to have the evaluation service evaluate the Franchised Business, and all expenses we may have incurred to inspect the Franchised Business thereafter.
Customer Service Program. {Note to Proposers: This section shall be modified based on the Proposers Customer Service Plan, including 997 998 a local office, and shall be included as Exhibit G7 of the Draft Franchise Agreement. The following section 999 may be amended during the RFP process.}
Customer Service Program
