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ISl� JIflilJ`i c Tlfrrl lJ�l'31r`J1' <br />As we work with or near the public, WCA is mindful that we <br />will most likely be the first person the public contacts. We <br />have seven (7) full -time Customer Service <br />Representatives throughout our operation. Each is <br />trained in the best approach in addressing concerned <br />residents. When speaking with a resident it is important <br />not to disrupt them, be honest, respectful and calm. <br />Always smile and keep the tone of your voice level. <br />Empathizing with the residents (placing yourself in their <br />shoes) helps to resolve the matter more quickly. <br />Should there be any property damage, we adhere to <br />specific procedures to resolve the problem. The Foreman on <br />the job site will notify the resident and the Inspector <br />immediately. <br />West Coast Arbarists' Claims Coordinator <br />Complaints and Damage Resolution <br />If the resident is not at home, then we will leave a WCA card with instructions to call our Claims Coordinator in our <br />corporate office. The ultimate goal at each work site is to leave the property in the same condition as before we <br />entered it. West Coast Arborists, Inc. will notify the City Representative immediately upon damage of personal <br />property including plans for corrective measures to take place within 48 hours. <br />All WCA vehicles are equipped with an Accident Kit should anything happen during the work day. Each kit has an <br />Incident Report, an Accident Report, an Injury Report, a camera, First Aid instructions and protocol for contacting <br />the corporate office. A computerized log of all incidents is maintained to include the date, time of occurrence, <br />location, problem and action to be taken pursuant thereto or reasoning for non - action. <br />West Coast Arborists' Accident Kit that is in each company vehicle <br />;vI;. OM <br />Any activities found by the City to be <br />unacceptable will be rectified immediately. <br />All other complaints will be abated or <br />resolved within twenty -four (24) hours of <br />the occurrence. We have teams specifically <br />assigned for handling damage to properties, <br />both private and public. Through our <br />communication system, we have the ability <br />to dispatch either of these teams and have <br />them respond immediately to the site for <br />proper repair. We pride ourselves on <br />professional workmanship to avoid these <br />types of incidents, however, should one <br />occur, we take all appropriate measures to <br />resolve the matter in a timely and efficient <br />manner. <br />25B -192 31 <br />