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Background: Occasionally, an irate customer may request to speak with leadership or require special handling for their complaint or concern. This SOP outlines the procedures for these situations to ensure effective and professional management.

...

Step

Event/Action

IF

Then

1

  • Is the customer upset/refusing assistance and requesting a lead or supervisor and/or does the customer’s concern qualify for additional review by a resolution specialist?

Info

Click Here to see determine if it qualifies or not

Warning

We never OFFER to escalate unless they ask for a situation to be escalated.

YES:

Ask the customer if they would allow us the opportunity to review the concern further and contact them with an update within 24-48 business hours

  • Customer agrees to wait for a follow-up (Click Here)

  • Customer refuses to wait for a follow-up (Click Here)

NO:

Follow the appropriate SOP and Stop

How to proceed If customer agrees to wait for a Follow up:

Step

Action

1

  • Create a case in Salesforce

(How to create a case in salesforce)

Customer Request Type:

  • Complaints

Case Description:

  • Include a Detailed Overview of the call/interaction.

CLICK HERE TO UNDERSTAND THE DETAILED OVERVIEW

  • Include the installer/sales rep POV.

  • CXone recording or interaction ID.

  • Key Points of the interaction:

    • What type of escalated concern it is.

    • What red flags did you see when reviewing their concern?

    • What other items raised concern?

    • Does the voice in the welcome call match to your interaction with the homeowner?

    • Review the Certificate of Completion.

2

  • Create a case assignment and assign to the Resolution Team and then Stop

(How to create a Case Assignment)

...

How to proceed if customer refuses to wait for a Follow-Up:

Step

Action

IF

Then

1

  • Is the Escalation coming from a Sales Rep/Installer or Homeowner?

Sales Rep/Installer

Go to Step 4

Homeowner

Go to Step 2

2

  • Agent will check if a Tier 2 Escalation Agent is available under the “Phone-HO Tier 2” Transfer Skill

Available:

Go to Step 3

Unavailable:

Go to Step 4

Note

DO NOT transfer the call if no Tier 2 Agent is available. The “Phone-HO Tier2” skill does NOT have voicemail capabilities, so if the call is transferred and no one answers, the call will be missed.

3

  • Agent will WARM TRANSFER to the “Phone-HO Tier 2” Skill and wait for an agent to respond

Tier 2 is not able to answer

Go to step 4

Tier 2 Agent answers

Provide all the details related with your interaction and once the Tier 2 Agent is ready; complete the transfer and STOP HERE

4

  • Attempt to connect the customer with a Resolution Lead

Resolution Lead is Available

Go to Step 5

Resolution Lead is NOT available

Go to Step 6

5

  • Is the Resolution Lead available to answer within 30 seconds?

Yes:

Discuss the customer’s Concern and complete the transfer and an

Info

If Resolution Lead does not accepted for handling Go to Step 6

No:

Go to Step 6

6

  • Attempt to connect the customer to a Team Supervisor

Team Supervisor is available

Go to Step 7

Team Supervisor is NOT available

Info

Explain to the customer that you will transfer the call and if in case that no one is available they will be prompted to leave a voicemail. Then complete the transfer. and Stop here

7

  • Is the Team Supervisor available to answer within 30 Seconds?

Yes:

Discuss the customer’s Concern and if accepted; complete the transfer and Stop Here

No:

Info

Explain to the customer that you will transfer the call and if in case that no one is available they will be prompted to leave a voicemail. Then complete the transfer. and Stop Here

...

Step

Action

Reference

1

  • You will gather and verify the following information from the Customer:

  • What is your Email Address?

Info

If they Don't have one then ask:

  • Did the Sales Rep create one for them?

  • Do they have access to the email address?

  • Was the email address created on the sales representative’s device or the homeowner’s personal device?

If they provide you or say a different Email address than the one we have on file:

  • Did you ever have access to the email address on file?

2

Gather the following Information based on the customer’s concern

Claiming Fraud

  • Did the sales representative promise the system would be free?

  • Did the homeowner ever receive the contract?

  • Continue asking the questions located in “Sales Representative”

Promises from the Installer

  • Has the system worked as intended/Is it currently operational?

  • Were you promised something outside of the contract?

  1. Was the promise verbal?

  2. Do they have documentation?

Info

If they have documentation; advise the customer to email it to “Support@myeverbright.com” and attention to “Lead Resolution”

Any promises made by the installer is the installer’s responsibility. Provide the customer with the installer’s contact information.

If the installer have been unresponsive then follow the following SOP

Sales Representative

  • Who did the sales representative say they worked for?

  • What did the sales representative tell them they were signing up for?

  • What did the sales representative tell you would happen afterward?

  • Have you had any other contact with the sales representative after they first came to your home?

    • Are you in contact with them?

  • Did the sales rep make an email for you?

    • If yes;

      • Did they give you the login info?

      • Did you ever have access to the email?

Contract

  • Do you remember receiving anything via email?

  • Do you remember reviewing any documentation on your device or the sales representative's device?

  • Did you receive a copy of your agreement?

    • Were you promised to receive it and never did?

  • Did the documentation you received seem off to you?

    • Did you realize it was a credit
      application or contract?

  • Do you remember answering any yes or no questions (completing welcome call) using your phone or the sales representative’s phone?

System

  • Has the system been installed?

  • Does the system cover your energy needs or are you still getting a high utility bill?
    [Check offset versus monitoring. Is the system making what was promised]

Closing the interaction

Advice the customer : “We take your concerns seriously and we will be investigating your concerns. We also highly recommend you calling your installer and notifying them of your concerns. As we are partnered with your installer, but they do not work for Everbright.”

If requested by the customer: Provide the Installer’s Information

...