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Jennifer Salazar (Unlicensed)

Jennifer Salazar (Unlicensed)

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  • "If you don't remove the solar panels, I'm going to kill myself."

  • “If this issue is not resolved, I will hurt my family.”

Info

NoteImportant Notes:

  • Please use

empathy statements and soft skills

  • /wiki/spaces/CX/pages/2983231591, when applicable, to de-escalate an irate/angry customer. The goal is to keep the customer as calm as possible.

  • Full customer authentication is NOT REQUIRED.

  • If the customer is requesting to be transferred to a customer support supervisor, warm transfer to the next available one. If no customer support supervisor is available, warm transfer to a lead resolution specialist.

Process Overview

STEP

ACTION

1

Expand
titleHow to steps to locate the Corporate Security Threat Form on the eWeb

  1. https://eweb.nee.com/home.html

image-20240719-191552.png

  1. Incident Reporting / Threat Form

image-20240719-202816.png

  1. Threat Form

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Info

If you have any issues completing the Threat Form, please reach out to Cassandra Mercado , Logan Teague, or Alexander.Cuesta

On Threat Form, see the following notes:

  • CUSTOMER ACCOUNT NUMBER: Engine Platform Job Link

  • THREAT INCIDENT DISTRICT: 1000 Out of State

  • Attachments: All supporting documentation such as, but not limited to, phone audio, chat or email transcript, etc.

  • Make note of the incident report number provided

2

  • Has a case been created in Salesforce?

3

  • Create a case assignment to ‘Customer Support Team Supervisor’ and in ‘Referral Comments’ input the incident report number provided from the Corporate Security Threat Form

4

  • Update the ticket once resolution has been reached