Ok,
but I don't agree with you.
I'm sure they were inpolite.
I don't think you take enought actions, you should give the inpolite person a warning, I think.
Further, I think it's strange, that I have to go to Walton again, to get the on the same course.
That sounds very inpractical.
If I have been granted a course, and want to change the date, why do I have to go to Walton again.
I think this sounds like unessesary.
How can people reduce ones carbon footprint, if they can't sort things like this over the phone, but have to take the bus or train and cause pollution?
I think this system sound very stupid and it also causes unessesary pollution.
Sincerely,
Erik Ribsskog
On Tue, Jan 19, 2010 at 4:16 PM, Elliott, Lorraine <Lorraine.Elliott@liverpool.gov.uk> wrote:
Dear Mr
Ribsskog,
I am sure that
there has been a misunderstanding, which I am sorry for if it has left you
feeling that you haven’t been listened to. I am confident that none of my
staff would say they were me, or deliberately put the phone down on a client seeking
help, they care deeply about the work they do and work hard to maintain high standards.
However, I will remind staff to ensure that they listen carefully at all times.
With regards
to the course you attended, I am delighted to inform you that you passed and the
certificate is ready for collection, or can be posted out to you. Which would you
prefer?
Yours sincerely
Lorraine Elliott
Lorraine
Elliott (Nee Hammond)
JET
Manager
Liverpool East JET Service
Neighbourhood Employment Services
Job Bank
4 Tunnel Road
Liverpool
L7 6QD
0151 233 6177
0151 233 6117
07834 843648
www.liverpooljet.org
2010
Year of Health and Wellbeing
www.2010healthandwellbeing.org.uk
From:
Erik Ribsskog [mailto:eribsskog@gmail.com]
Sent: 19 January 2010 15:23
To: Elliott, Lorraine
Subject: Re: Complaint/Fwd:
Reminder/Fwd: Update/Fwd: Complaint <<#22175-33652#>>
Hi,
thank you very much for you e-mail!
But as I remember it, a Jet person-called, saying she was you, and just
said a sentence, and then hang up.
About that I wanted to cancel the course.
But they just hang up, when I started asking about when the next course was.
I thought it was strange, that they would use your name.
Since I called up JET again, and then I got to hear, that the person
that had called, (Lorraine),
was on annual leave.
Also, this course was almost two months ago, (24. November), and I haven't
received a certificate, or feedback from the test yet, even if I think must
have gotten most of the answers right.
But my complaint is really that your staff shouldn't be ignorant while
taking calls, like they were, in the first call, that JET called back to me,
after I discovered, that my Landlord, was coming here, on the same date, as the
JET-course.
So I think there's room for improvement, when it comes to manners,
(with not being ignorant to what people are saying), with JET-staff,
unfortunatly.
On Tue, Jan 19, 2010 at 2:25 PM, Elliott, Lorraine
<Lorraine.Elliott@liverpool.gov.uk>
wrote:
Dear Mr
Ribsskog,
Further to
our recent telephone conversations regarding your complaint, I am writing to
express my disappointment that you are dissatisfied with our service and
endeavour to respond to your complaint. The JET service prides itself on
its professional approach to helping people in our communities gain work,
education and training and our staff are dedicated to the work that we do.
You were
first registered with the JET on the 7th October in our JET Atlantic
office in Walton when Working Links referred you to JET Atlantic
so that you could gain the Basic Food Hygiene qualification. The way our
service works is by appointing a dedicated officer at the most convenient
office, in order to ensure continuity and a better understanding of our clients
and the best possible service.
A
discretionary grant was arranged by your guidance officer, Claire Walsh, in
order to fund your place on the Food Hygiene course and you were booked onto
the course due to start on the 26th October. When you called to
cancel your attendance, you called and spoke to me at the JET in the Job Bank
on Tunnel Road
where we deliver the courses. I thanked you for letting me know and took
your details and said a member of staff would contact you to inform you when
the next course was due to start and arrange to re-book your place.
As I
mentioned when I spoke to you last week, I didn’t call you after that, but my
administrative officer, Joanne Quinn, at my request, called to confirm that you
were no longer attending the course and to let you know that you would be
informed when a further course was due to take place. I am sorry if you
felt that she hung up, but I am sure that this wasn’t intentional, since she
recorded the fact that you wished to attend the next course, as I had informed
her originally.
On several
occasions early in November, staff called you to keep you informed that we were
still awaiting details of the next course and on 24th November you
successfully attended the course.
Because we
dedicate officers to every registered client, as a new client it was necessary
for you to meet with your appointed guidance officer, Claire Walsh, in order to
confirm your place and grant funding for the new course and update your details
and support required. I am sorry if this proved inconvenient, but one
office holds all of your records for grant and tracking purposes.
However, if you wish to do job searches you can visit any JET office in
the city. If you wish to change your preferred JET office and guidance
officer to a more convenient location for you, this can be arranged.
I do hope
that this serves as a satisfactory response to your complaint and we can
continue to work together to ensure that you are able to pursue your desired
career plan.
Yours
sincerely,
Lorraine Elliott (Nee Hammond)
JET Manager
Liverpool East JET Service
Neighbourhood Employment Services
Job Bank
4 Tunnel Road
Liverpool
L7 6QD
0151 233 6177
0151 233 6117
07834 843648
www.liverpooljet.org
2010 Year of Health and Wellbeing
www.2010healthandwellbeing.org.uk
From: Liverpool Direct
[mailto:Liverpool.Direct@liverpool.gov.uk]
Sent: 07 January 2010 12:18
To: JET
Subject: Re: Complaint/Fwd:
Reminder/Fwd: Update/Fwd: Complaint <<#22175-33652#>>
![]()
Your unique reference
number is: 33652
Please include your
unique reference number in all email communication.
Dear Colleague,
Please could you assist with the following
enquiry, and then respond directly to the customer.
Would you prefer to receive your council tax
bill via e-mail? Go to www.liverpool.gov.uk and complete the easy online
registration form.
— Original
Message —
From: Erik Ribsskog <eribsskog@gmail.com>
Received: 05/01/10 10:36:54 o'clock GMT
To: Liverpool Direct <liverpool.direct@liverpool.gov.uk>
Subject: Complaint/Fwd: Reminder/Fwd: Update/Fwd: Complaint
Hi,
I can't get JET to
answer my e-mails, so I thought I could try to complain about them to the
Council.
———- Forwarded
message ———-
From: Erik Ribsskog <eribsskog@gmail.com>
Date: Mon, Nov 16, 2009 at 8:25 PM
Subject: Reminder/Fwd: Update/Fwd: Complaint
To: Jet@liverpool.gov.uk
Hi,
I can't see that
I've recieved an answer to this e-mail, so I'm sending a reminder about this.
———-
Forwarded message ———-
From: Erik Ribsskog <eribsskog@gmail.com>
Date: Thu, Oct 29, 2009 at 5:46 PM
Subject: Update/Fwd: Complaint
To: Jet@liverpool.gov.uk
Hi,
I got a call from Neo today, about that you were going to put me on the next
course now, in 'Basic Food Hygiene'.
But I haven't got an answer, to my complaint with you, why did your
representative call me, on her holyday from work?
And why do one of
your representatives tell me that I have to go to Jet, to change the
course-date, when your call today shows that this isn't right?
———-
Forwarded message ———-
From: Erik Ribsskog <eribsskog@gmail.com>
Date: Thu, Oct 22, 2009 at 8:21 PM
Subject: Complaint
To: Jet@liverpool.gov.uk
Hi,
I called on Tuesday, regarding a 'Basic Food Hygenie'-course, that Walton Jet
put me on, after I was sent to Jet, from Working Links.
I found out, when
I got your letter, that the course crashed with another appointment I have at 3
pm, on Monday.
So I called, and
spoke with Lorraine.
She was going to get someone to call me back, since I wanted to be put on the
next course.
Then she called me
today, just to tell me that she took me off the list.
And then she hang up, without listening to what I was saying, that I wanted to
be put on the next course.
So then I called Jet up, and spoke with Kate, who told me that Lorraine was on annual
leave, and that I had to go to the Jet office, to re-sign on the next course.
But why did Lorraine call me, when
she was on annual leave?
I've been having some problems with some communist-mob, or something, in Norway, is this
something to do with this?
Thanks in advance for help in advance, regarding finding out what's been going
on!
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