*If someone says they are going to call the police because they did not get their package, then please send those as an Escalation.
No customers are allowed to come to any HUB/Warehouse. If a customer is threatening to come to the hub to harm others please do the following below – if caller is still on the call just let him/her know we do not take threats lightly and we will be disconnecting now. Write detailed notes and use EMERGENCY POLICE disposition. You will have to act quick with this scenario because the caller may call again. Put notes in slack along with updates for the team. If the second agent gets the call just proceed with the call as regular and add to notes in slack.
*Using asl Disposition for the following calls
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Agent to please immediately call the police department for the affected Terminal – #s listed below. Let them know we offer answering services for ASL distribution services and we received a threat – continue to provide information. We would advise the police that we are working on retrieving the recorded call - please obtain an email address where the recording can be sent.
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We will provide any information the police request, including the recorded call (let them know you have to get the supervisor to pull this information (Sabrina will give it to Heather)). Contact person name to give is Heather Livingston, CS Supervisor, 416-460-4759
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Immediately call the Regional Operation Manager, if no one answers, immediately call Mitch Game, if no answer, call Eric Francoeur, if no answer, call the Terminal Manager and if still no one answers, please call Heather.
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Use disposition EMERGENCY POLICE. Comments should include should the customer tracking number, address, name and number.
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Call Sabrina at 647-522-9008 as she has to retrieve the call. Sabrina is on the emergency disposition
For the follow up on emergency police disposition - this one is for when the police have been notified and we need to use a disposition when there is communication going back and forth. Both emergency police and follow up emergency police disposition go to Heather, Sabrina and Paul.
Precision Contact List in case of Emergency
|
Director of Operations |
Mitch Game |
416-420-7453 |
|
VP & General Manager |
Eric Francoeur |
416-984-1121 |
|
Terminals |
Terminal Manager |
Cell Number |
Regional Operations Manager |
Cell Phone |
|
Winnipeg |
Carrie-Anne Nordal |
204-588-4695 |
Lucas Jeethan |
905-208-6851 |
|
Windsor |
Michael Davidson |
519-999-4852 |
||
|
London |
Nelia Zalewski |
905-465-5043 |
||
|
Hamilton |
Todd Hore |
416-254-4610 |
||
|
Terminals |
Terminal Manager |
Cell Number |
Regional Operations Manager |
Cell Phone |
|
Oakville |
Sahejpreet Singh |
905-808-1837 |
Alan Barth |
705-623-3970 |
|
Pickering |
Jermaine Jackson |
905-550-7027 |
||
|
Barrie |
Tracy McWilliams |
705-309-8985 |
||
|
Orillia |
Tracy McWilliam-Interim |
705-309-8985 |
||
|
Terminals |
Terminal Manager |
Cell Number |
Regional Operations Manager |
Cell Phone |
|
Ottawa |
Summer |
613-880-3846 |
Niki Fraser |
905-510-2855 |
|
Montreal |
Henri Kouontchou Ngandjouon |
514-882-7390 |
||
Police Department According to Terminals
Winnipeg 204-986-6222
Windsor 519-258-6111
London 519-661-5670
Hamilton 905-546-4925
Oakville (they will answer Halton) 905-825-4777
Pickering 905.683.3050
Barrie 705-725-7025
Orillia 1-888-310-1122
Ottawa 613-236-1222
Montreal 514 280-0109
If #s arent working then try
18883101122