Thanks for the feedback. We appreciate any information that helps us improve. I agree completely with your sentiment regarding a single point of contact. We have built our business on personal customer service. We staff our stores to handle their own phone calls, but also back up our lines with our other stores to handle volume shifts and maintain service. Most of the time, our team does a good job with getting the proper notes and information so customer service is seamless; in your case we failed and I apologize for the inconvenience.
We are using your review and job as a training tool. Thanks for helping us improve.
I apologize for your experience. We encourage our technicians to be personable and in this case, it sounds like it came off wrong.
I have coached the employee based on your review; and sincerely appreciate the feedback to help us improve.