§ 47-6. Resolution of complaints relating to customer service representatives.

The company may elect to resolve complaints of customers regarding the handling and or resolution of their matters by customer service representatives in one of the two following ways, depending upon its organizational structure.

(1)

If the company elects an organizational structure which does not allow customers to speak with customer service supervisors, and a customer requests to speak with a customer service supervisor or otherwise evidences dissatisfaction with the handling and/or resolution of the customer's matter by the customer service representative, the customer service representative shall orally advise the customer of the customer's right to file a written complaint regarding the handling and/or resolution of the customer's matter by the customer service representative with the company and/or with the franchise authority, offer to provide the customer with a form devised by the company for that purpose and, upon request of the customer so provide that form.

(2)

If the company elects an organizational structure which does allow customers to speak with customer service supervisors, and if a customer requests to speak with a customer service supervisor or otherwise evidences dissatisfaction with the handling and/or resolution of the customer's matter by the customer service representative and no customer service supervisor is available, the customer service representative shall record the pertinent information, and the customer service supervisor shall return the telephone call of the customer within one (1) business day. If the customer service supervisor shall not achieve direct contact with the customer on the return call, the customer service supervisor shall leave in any message for the customer, a direct dial or extension number which will reach the customer service supervisor for the subsequent use of the customer. If the customer does not answer and an answering machine is not in use, the customer service supervisor shall be deemed to have fulfilled this obligation by documenting the date and time of the supervisor's efforts to reach the customer.

(Ord. No. 3758, § 1, 8-28-2001)