UPC Call Chain of Command     


The UPC department is in charge of taking care of unsatisfied customers and complaints to make sure they can leave Funtown with a better experience. It is imperative when you receive one of these calls, you get the information to the proper people, as we are one of the only things preventing an unsatisfied customer from leaving unsatisfied.


  • UPC receives both sales and service complaints. Both follow the same initial steps. Below outlines the chain of command in each instance.


  • Do NOT promise anything when speaking to a customer. We do not have the power to give the customer anything, except excellent customer service. We open the communication lines to help achieve the desired outcome for the customer.                                                                                                                                          
    Sales Complaints


Sales complaints can range anywhere from their salesman being rude, not receiving the proper paperwork, or even refund issues for a sale that did not go through. It is important for any call to get as much information as possible about the situation, so whoever you send it to can be well informed as to what needs to be done. The sales chain of command is as follows:


1 to 5 is the order you reach the chain of command for sales

                             

                                1.Sales                          

                         2. Sales Manager 

                                       3. General Sales Manager

                                                         4. Area Sales Manager (if applicable)

                                                  5.Vice President for that Region 




When a sales complaint comes in get any information you can from the customer. Make sure to let them know that you will be sending this up to the managers and you will be in contact to keep them informed on what is going on. Communication is key! The number one complaint we get is lack of communication. If we can try to bridge the gap, it helps.


Service Complaints

Service complaints can range from Service Advisors being rude, unsatisfactory service time, Or even delays in parts orders. As with any complaint we receive, It is imperative to get as much information as possible about the situation. In these cases make sure to find out what Service Advisor they have been dealing with, as each work order is handled by a specific advisor. Also, try to find out what drove them to seek upper management, a better understanding of the customer's point of view, is one of the greatest things to have when trying to make them happy.


 As with sales complaints, every department has a chain of command that needs to be followed. The chain of command for service is as follows:


1 to 5 is the order you reach the chain of command for service




1.Service Advisor

2.Service Manager

3.General Manager

                                 4.Area Service Manager (if applicable)

                      5. Regional Service Manager