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A customer contacts EverBright support to file a complaint about contracts, services, billing, experience, etc. Agents should take note of any terms used by the customer which might indicate the need for escalationadditional investigation by the Resolution Specialist. Below is a list of terms that can indicate such needs.
DO NOT E-mail internal teams (i.e., Compliance, Finance, etc.) without prior approval.
How to identify an escalated issue
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retained or contacted a lawyer
accusation of fraud
illegal
violation of agreement
falsify records
mischaracterization
nonregistered company
sue
slander
steal/stole/stolen
involuntary
investigation
Better Business Bureau
unauthorized
unlicensed contractor
Foreclosure notice
Lien requests from creditors against installers and/or homeowners
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