If customers make a complaint about a specific interaction, obviously we'll listen to the call and investigate it. If we feel the employee did not do right by the customer, we'll clearly rectify it with the customer. If the customer is insistent there was an issue, but we feel the employee has done everything right and has followed the proper procedures and training, then occasionally we'll have the customer join a call and actually listen to the actual call itself. That's normally when the matter ends.
On June 12th, 2017. See this statement in context.