I head a department that deals, among other things, with client satisfaction About six months ago my Boss made an issue about a customer's complaint. The complaint was mostly to do with the Production department but my Boss turned on me for my oversight in allowing the issue to take place and then trying to cover for Productions. I was told I did not protect company ethics and my loyalty to the CEO was lacking. The COO who heads Production is new to the company and is not the Boss's choice. I was told I did not take up the case for the client who had now placed a complaint through the Board and the Board was so livid that they were considering our dismissal from the posts. I was aware of the said incident taking place at that time but I felt I had solved it there and then without involving clients or making a big deal out of it. It never occurred to me to cross check with the client regarding the complaint. I took my Boss's word for it. Instead I took issue with Productions and of course my own department.
Last weekend I met the client unexpected in a public place and somehow the conversation shifted to the COO. They were all praise for his effectiveness. They felt the firm had been delivering better since his entry. When I casually asked about the issue which had got so blown up six months ago they said that they had had no such issue with production ever! Why did my Boss lie? Should I confront him?