The decision regarding Trezz's bonus was shortsighted and the service he received was totally unacceptable. I am currently dealing with both these issues.
I received Trezz's PM and was unable to respond as I was not available. I did, however, send him an apology this morning and comped his account with an appropriate bonus.
The fact that Trezz dealt with a relatively new agent is, however, no excuse and this incident has showed that we still have a way to go in terms of providing excellent service.
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