| rev:text
| - Attention: Tim McGuire, Anthony Scarpaci, and Regal Leadership team,
Negative feedback and shame on:
Sarah Cosio, manager at regal cinemas Colonnade 14, located at 8880 S Eastern Ave Las Vegas NV 89123, for absolute egregious and poor manager behavior.
Complaint Summary:
We asked to purchase tickets for the 415pm showing of Sherlock Gnomes. We understood and stated as such that we were late. The manager informed us per verbal "policy" they were unable to sell us the tickets in spite of other regal theaters doing so.
Customer experience:
I asked in a professional manner- where the written disclosure was located on either your website, board, door, or tickets - and she immediately-(see below)
Root cause analysis:
Sarah became defensive and rude.
She continued to rudely interrupt me.
She continued to cite that it was both a "building" and"verbal" policy. Ludacris that this alleged manager didn't know the location of your own company's policy to refuse business to customers who desire to purchase movie tickets 20 minutes after show start time.
Implement and execute on feedback:
She needs to be uptrained and reprimanded for:
Lack of professionalism- train her on escalates matters- Teach her:
1. It's business and NOT personal
2. Dont interrupt the paying customer- allow them to finish speaking first
3. Acknowledge the customers concerns- THEN direct them to the policy and DO NOT state it's a "verbal" and "building" policy when clearly she is uneducated on your policy.
4. Teach her human interpersonal skills - such as her Stuttering- don't stutter just take a deep breath and "think before you speak"
Additionally she needs to be reprimanded and Coached to the following issues for Lack of Leadership skills:
-Refusal to be be empathetic
-Rude and condescending
-Lack of policy knowledge -where is this alleged verbal and "building" policy located?!
We are extremely dissatisfied with this managers poor behavior!
Desired resolution:
1. Management apology via email and phone call in follow up
2. Family 4 pack of regal cinemas movie tickets
3. Share with us the implemented feedback Outputs to prevent Sarah from being Rude up other paying movie customers!
Of course, I will share this experience, and the feedback write up above with social media and all of our colleagues and family members.
Looking forward to your leaderships response. Thanks in advance for your time!
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