Ok, I've got a bit of a dillema. One of the employees in our EDS department committed the cardinal sin of customer relations yesterday. I didn't hear about it today, and only from the customer. And boy did I ever hear about it! I got an ear full of it for 3 full hours! If I've got any butt left, I'll be surprised. Well, I did manage to calm them down, assured them the issue would be resolved and I would deal with this individual. Thankfully I have a good repore with them from years of having to deal with them which helped a lot. After he got done fuming and venting all over me he did at least come back to his sences. They're our 3rd largest account in the company and I don't want to risk loosing them again. Anyways, this employee is a young 19 year old kid working a position over in the EDS department I don't feel that he's qualified for in the slightest.
I admit that our customer is a bit of a demanding individual, many would mistake him for an outright obnoxious, self richeous, egotistical prick. But considering the amount of money he brings into the company annually I can't risk loosing them, even if their liason person to us is a jerk.
Well, anyways, the young employee in question is the nephew to the owner, and he got the job per the owners (his uncle) request. Now if this kid was anyone else he would have been fired and long gone well before I had even heard about it. Instead the buck got passed to me to deal with and I don't feel like passing it off to my boss as I feel that this is my responsibility to take care of. What complicates things is this is a relative of the owner and the kid has a real ego/attitude issue.
What should be my recourse on him? (I'll take verbal suggestions and/or just fill in the poll)
Edit: I forgot. The cardinal sin he committed was he cursed out the customer to his face.
EDIT2: Ok, I talked to my boss since the owner is out of town till Wendsday. He's gonna take up this issue and talk to the owner directly about this. He's also going to deal with the customer directly because he believes part of this is the customer's fault and not entirely the nephew's fault, although they are apparently equally at fault. But either way it's out of my hands now. Whew!!
I admit that our customer is a bit of a demanding individual, many would mistake him for an outright obnoxious, self richeous, egotistical prick. But considering the amount of money he brings into the company annually I can't risk loosing them, even if their liason person to us is a jerk.
Well, anyways, the young employee in question is the nephew to the owner, and he got the job per the owners (his uncle) request. Now if this kid was anyone else he would have been fired and long gone well before I had even heard about it. Instead the buck got passed to me to deal with and I don't feel like passing it off to my boss as I feel that this is my responsibility to take care of. What complicates things is this is a relative of the owner and the kid has a real ego/attitude issue.What should be my recourse on him? (I'll take verbal suggestions and/or just fill in the poll)
Edit: I forgot. The cardinal sin he committed was he cursed out the customer to his face.
EDIT2: Ok, I talked to my boss since the owner is out of town till Wendsday. He's gonna take up this issue and talk to the owner directly about this. He's also going to deal with the customer directly because he believes part of this is the customer's fault and not entirely the nephew's fault, although they are apparently equally at fault. But either way it's out of my hands now. Whew!!
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