753.04 TRAINING AND CONDUCT OF EMPLOYEES.

   (a)   Training. The operator shall provide each customer service representative, each salesperson and all other employees that come in contact with the public, with copies of the most current subscriber information packet and shall advise them of all requirements of this chapter. Operator shall ensure that all employees have been properly trained so that all requirements of this chapter are met.

   (b)   Conduct.

      (1)   All operator employees shall identify themselves by name when answering operator telephone lines routinely used by members of the public.

      (2)   Operator employees shall refer any person who is dissatisfied with the resolution or handling of any complaint concerning the operator to a supervisor. Operator’s supervisors shall be available to speak to such persons. In addition, operator’s supervisors, upon request, shall inform any person who is dissatisfied with the resolution or handling of any complaint by the operator that he or she has the right to contact the ICRC or Safety-Service Director, and shall provide that person with the address and telephone number provided from time to time, by the ICRC or Safety-Service Director to which such person may notify the City of the complaint. If the subscriber is not contacted by the supervisor or otherwise requests such information, a nonsupervisory employee shall inform the subscriber of the foregoing information.

         (Ord. 95-29. Passed 3-28-95.)