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Background: There may be instances where a homeowner’s concern requires escalation to EverBright’s Compliance team.
STEP | ACTION |
1 | | Panel |
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| panelIconId | atlassian-flag_on |
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| panelIcon | :flag_on: |
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| panelIconText | :flag_on: |
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| bgColor | #FFBDAD |
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| Important: When communicating with the homeowner, simply share in their frustration without apologizing or accepting/deferring any blame, and explain we will attempt to investigate their concern. |
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2 | Update Support ticket: Internal Comment: Summarize the matter, provide a brief overview of actions taken during your investigation, note any relevant findings and discoveries, share the installer’s comment/perspective on the matter, and, if provided by the homeowner, any proof/documentation shared Tag (@): Cassandra Mercado and Sabin Abad Ticket Status: “Waiting on Compliance” If this case is a result of a false/unfair/deceptive trade practice by an installer, update the Label field on the Support ticket to “Promises”
| Info |
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Note: Updating the EBH ticket status will create a duplicate, linked POLICY ticket in a separate project: EB Compliance. This will allow you to facilitate conversation internally with the Compliance team. When customer interaction is necessary, it would be done via the original Support ticket. |
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3 | | Panel |
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| panelIconId | 1f4a1 |
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| panelIcon | :bulb: |
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| panelIconText | 💡 |
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| bgColor | #EAE6FF |
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| Reminder: Ensure you frequently monitor the ticket for updates! |
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