Common use of Customer Service Program Clause in Contracts

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. 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 DocuSign Envelope ID: 08CCD167-7182-44C7-A078-64D298D335A9 DocuSign Envelope ID: 837CBD05-D7F3-442C-BEDC-53BBB97E8583 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 Director shall have the sole discretion, and reserves the right 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 behavior, and displays of violent or threatening behavior.