Recently, an issue erupted in Australia and has resulted in Jensen being very mad. Bottomline, end customer made an unreasonable request and cc Jensen who promised to make good. Unfortunately, Ryan’s reply was taken negatively and has resulted in potential loss of customer as well as our credibility as a team.
We need to fix this and Davis, pls set up process for all end consumer escalations. All in market, sales team can only handle up to product enquiries and for any end consumer complains, it should be handled by the CM team. Any issue this is escalated to senior management needs to be handled directly by Davis and management team.
Let’s finalise the guideline immediately.